Customer Success Lead

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🤠 Texas – Distant

🤠 Texas – Remote

💵 $23 / heure

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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A.E. Perkins

Site WebLinkedInTous les Emplois

201 - 500 employés

⚕️ Assurance santé

💳 Fintech

☁️ SaaS

Healthcare Insurance • Fintech • SaaS

A. E. Perkins est une entreprise qui place la durabilité au cœur de sa mission, se concentrant sur la construction et l'investissement dans des entreprises qui incarnent l'esprit entrepreneurial de son homonyme, Alexander Early Perkins. Elle opère principalement dans les technologies de paiement et de prestations de santé, soutenant la croissance d'entreprises innovantes primées au cours des deux dernières décennies. A. E. Perkins propose divers services, notamment l'administration de FSA, HSA et COBRA via sa filiale Ameriflex, des solutions de soins primaires directs avec Accresa, et des services de paie et de RH avec Workforce Go, tout en s'engageant dans des investissements dans plusieurs secteurs, y compris l'immobilier et l'industrie alimentaire et des boissons, et en promouvant les avantages axés sur le consommateur et les industries de soins directs.

Description

• Serve as the primary point of contact for high-priority and VIP clients, ensuring exceptional support by addressing complex inquiries and issues promptly. • Act as an intermediary to resolve member-related issues, especially where direct communication with clients is needed, by assessing client needs and facilitating effective solutions. • Proactively recommend solutions, set realistic expectations, and deliver accurate information to clients regarding their benefits, account navigation, and utilization. • Educate participants on plan features, empowering them to maximize benefits and navigate the platform independently. • Build and foster strong relationships across the company by collaborating with colleagues in a team-oriented environment. • Act as an Ameriflex ambassador, upholding the organization’s core values and projecting a positive, professional image in all client and member interactions. • Collaborate with internal teams to offer solutions, identify process improvement opportunities, and promote best practices for client satisfaction and retention. • Analyze and interpret data specific to VIP accounts, using insights to provide tailored support and identify trends in client needs. • Use critical thinking skills to address client issues effectively, applying sound judgment in interpreting and adhering to relevant laws, regulations, and policies. • Proactively assess complex client needs and provide consultative support, offering strategic insights to enhance the client experience. • Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality in all client interactions and documentation processes. • Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups as required to meet company standards for quality and reporting.

🎯 Exigences

• Proven experience in handling complex client inquiries, with an emphasis on consultative support and problem-solving. • Ability to proactively recommend solutions and deliver client education tailored to individual needs. • Exceptional verbal, written, and presentation skills, with the ability to communicate clearly and persuasively across multiple channels (phone, email, chat). • Demonstrated skill in building and maintaining strong relationships with clients and internal teams, with a focus on positive client experiences. • Proficiency in data analysis, with the ability to draw insights and provide solutions based on client account data. • Knowledge of CRM tools and digital communication channels, with a high level of adaptability to new technology and tools. • Strong multitasking abilities, with the capability to manage multiple priorities in a fast-paced, deadline-driven environment. • Ability to manage flexible schedules, with the availability to work Monday-Friday. • Associate’s degree or four or more years of professional experience in a related field, with prior experience in benefits management, claims, insurance, or healthcare required. • Demonstrated success in customer service or client support roles, with at least 2 years of experience in a high-volume, complex environment.

🏖️ Avantages

• Medical Insurance • Vision Insurance • Dental Insurance • 401(k) Matching • Flexible Spending Accounts • Health Savings Accounts • Disability & Life Insurance • Employee Assistance Program • LegalShield • ID Shield • Commuter Reimbursement Plan • Tuition Reimbursement • Bonus Pay • Wellable membership • Telescope Health (telehealth) through Accresa • Intellect (mental health) application • Employee engagement activities, including voluntary events, raffles, book club, and more!