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Client Success Specialist

Company: AmeriFlex
Location: Cherry Hill
Posted on: August 17, 2019

Job Description:

Think you have what it takes to be a top performer in our Client Experience Department? Are you the kind of person who thrives in an environment driven to provide 5-star service in an extraordinary and responsive way? Do you push yourself to exceed expectations? Can you see yourself:

  • Answering > 90% of incoming phone calls in
  • Responding to > 80% of any voicemails in
  • Responding to > 80% of emails in
  • Striving to receive --- 90% excellent reviews from all clients serviced?
  • Leading the pack by having a --- 95% client renewal average each year?
  • Consistently improving your customer service skills through leadership provided coaching/mentorship? If you answered "Yes" to all of the above, you should apply after reading the job description below!

    POSITION SUMMARY: The Client Success Specialist (CSS) provides outstanding, dedicated client care while maintaining professional relationships with new, current and former clients. The Client Success Specialist works with a team of people responsible for on-boarding new clients and renewing existing accounts. The CSS will need to work well in a team, but be highly capable of working independently. The responsibilities of this position include providing proactive, white-glove service at the 2 most important customer journey points during a client's tenure with our company. PRINCIPAL DUTIES & RESPONSIBILITIES: Core Competencies

    • Serve as the client's primary point of contact during the new client on-boarding and renewal experience
    • Exhibit a high level of empathy and soft skills when working with customers

      • Must own client issues, from start to finish
      • Anticipate the client's next five questions and provide the answers before they ask

      • Provide a personal, easy, reliable, and clear experience to our clients so they know that Ameriflex is a world-class service provider
      • Build, maintain, and foster positive relationships with Plan Administrators and Brokers to ensure retention and growth
      • Handle confidential information with tact and discretion according to all HIPAA legislation
      • Educate clients on systems, tools, and policies related to our products and services
      • Maintain organized account information on each client
      • Be able to follow a highly structured on-boarding and renewal format, hitting on all touch points outlined in our standard operating procedures
      • Collaborate with internal partners to develop and execute business plans and strategies
      • Remain well versed in all regulations related to business services
      • Utilize company resources to maximize efficiency
      • Perform any other duties, pertaining to the business needs, as assigned by Client Experience Manager


        • Must have a passion for service
        • Be a team player
        • Be a keen problem-solver that can think on his/her feet
        • Be a self-starter who is comfortable taking the initiative
        • Must be the kind of person that is always up for a challenge
        • Superior written, verbal, and organizational skills
        • Be highly detail-oriented and possess strong multitasking and time management skills
        • Work well under stressful situations and manage a large client block with high call and email volumes at times
        • Must be able to rely on your resources and quickly research a response - if you don't know something, you Google it
        • Ability to work and thrive in an energetic, fast-paced environment
        • Highly goal-oriented and self-motivated
        • Forward-thinking and easily adaptable to change
        • Ability to set and exceed client expectations
        • Have a desire to grow and advance within the organization
        • Ability to navigate between multiple web based programs


          • Bachelor's Degree from an accredited institution
          • 3+ Years Account Management experience, preferred
          • Intermediate to advanced Microsoft Excel experience, preferred
          • Experience in Benefits Administration, preferred

            PHYSICAL DEMANDS AND WORKING CONDITIONS: Work in an office environment; sustained posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift up to five pounds of weight.

Keywords: AmeriFlex, Cherry Hill , Client Success Specialist, Other , Cherry Hill, New Jersey

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