Client Experience Specialist - TX

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 Experience Specialist (CXS) provides outstanding, dedicated client care while maintaining professional relationships with current, potential and former clients. The Client Experience Specialist is responsible for managing and servicing a book of business for new and existing accounts.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Core Competencies

  • Serve as the client's primary point of contact
  • 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
  • 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


Requirements

  • Must have a passion for service
  • 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
  • Be a team player

CREDENTIALS & EXPERIENCE:

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


PHYSICAL DEMANDS AND WORKING CONDITIONS:

Work in an office environment; sustain 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.


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