Customer Success Lead

Role Overview

• 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.

Requirements

• 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.

Benefits

• 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!