Client Success Representative
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AI Summary
This is a remote position.
Job Posting: Client Success Representative
Company: Employee Retention Benefits
Department: Client Success Team
Reports To: Client Success Manager
Employment Type: Full-Time
Position Overview
Employee Retention Benefits (ERB) is seeking a high-performing, operations-minded Client Success Representative to serve as the primary point of contact for clients. This is a fast-paced, client-facing operational role that demands sharp communication skills, deep product knowledge, platform proficiency, and a strong sense of personal accountability.
The ideal candidate excels at executing structured workflows, managing high-volume communication queues, maintaining absolute CRM hygiene, and preserving critical relationships across clients, insurance carriers, and internal teams. We are looking for client-centric, outcome-driven professionals who bring strong problem-solving skills and operational efficiency to the role.
Key Responsibilities
1. Daily Customer Support & Communication
Handling Incoming Calls & Emails: Managing a busy inbox and phone line to answer client questions about policies, migrations, claims, sign-ups, refunds, and cancellations quickly and on time.
Proactive Client Check-ins: Execute structured outreach for critical account milestones, including proactive health checks, client onboarding, and benefit/package migrations.
Frictionless De-escalation: Serve as the first line of defense for frustrated clients. Utilize emotional regulation and proactive problem-solving to resolve issues and de-escalate tension before involving manager.
Client Advocacy & Meeting Facilitation: Prepare for, conduct, and document scheduled account reviews or alignment calls to ensure long-term client retention and satisfaction.
2. Operational Discipline & CRM Hygiene
Data Integrity: Update client profiles and interaction logs in CRM following every touchpoint. Maintain clear, objective notes detailing customer sentiment, resolutions, and pending items to ensure seamless team handoffs.
Audit Trail Management: Ensure all required compliance documents, signed agreements, and records are accurately uploaded and attached to client profiles in CRM.
Post-Interaction Administration: Draft and deploy clear email recaps to clients immediately following calls, explicitly detailing ownership, next steps, and deadlines.
Expectation Management: Set internal calendar alerts and reminders to proactively follow up with clients, ensuring they never have to reach out to ERB for an update.
3. Cross-Departmental Workflows & Partner Coordination
Issue Resolution Collaboration: Translate verbal feedback or technical issues into precise, actionable internal tickets for sales, finance and other teams.
Carrier Alignment: Coordinate behind the scenes with account managers at external partner firms and insurance carriers to clarify complex policy benefits and resolve client friction points smoothly.
Process Optimization: Refine and update email templates and SOPs for common workflows (e.g., payment reminders, onboarding steps, migration notices) to maximize daily personal output.
Knowledge Transfers: Brief internal management or newly assigned team members on historical account pain points, communication preferences, and general account health.
4. Billing, Retention, & Lifecycle Management
Billing Discrepancy Audits: Review invoices, payment history, and ledger discrepancies thoroughly before initiating financial conversations with clients.
Change Management Re-framing: Guide clients through structural shifts, system updates, or carrier migrations by reframing administrative updates as high-value enhancements.
Churn Intervention: Detect early warning signs of client dissatisfaction—such as communication drop-offs or frequent complaints—and deploy targeted retention strategies.
Offboarding & Reporting: When cancellation is unavoidable, manage the exit process professionally to preserve the company’s reputation while capturing accurate feedback for executive reporting.
5. Daily Execution & Team Participation
End-of-Day (EOD) Accountability: Submit detailed EOD summaries highlighting completed work, metrics, and pending tasks.
Meeting Engagement: Actively participate in team alignments, training sessions, and weekly L10 meetings.
Knowledge Base Utilization: Organize and reference training materials within Shared Teams folders and knowledge bases to maintain strict alignment with established SOPs.
Required Skills & Competencies
Client Service & Professional Capabilities
Regulated Industry Experience: Prior experience in insurance, financial services, or a highly regulated, policy-driven industry is strongly preferred.
Process Adherence: Ability to consistently follow detailed protocols, multi-step procedures, and established SOPs.
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