Client Success Representative
Employee Retention Benefits
Job details
- Company
- Employee Retention Benefits
- Location
- United States
- Remote
- Yes
- Field
- Customer Support
- Source
- via Himalayas
About this role
This is a remote position.
Job Posting: Client Success Representative
Company:Employee Retention Benefits
Department:Client SuccessTeam
Reports To:Client Success Manager
Employment Type:Full-Time
Position Overview
Employee Retention Benefits (ERB) isseekinga high-performing, operations-mindedClient Success Representativeto serve as the primary point of contactfor clients. This is a fast-paced, client-facing operational role that demands sharp communication skills, deep product knowledge, platformproficiency, anda strong senseof personal accountability.
The ideal candidate excels at executing structured workflows, managing high-volume communication queues,maintainingabsolute 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 involvingmanager.
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 CRMfollowing 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 recordsare accurately uploaded and attached toclient profilesin CRM.
Post-Interaction Administration:Draft and deployclearemail recaps to clientsimmediatelyfollowing 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 forsales,financeand otherteams.
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 templatesand SOPsfor common workflows (e.g., payment reminders, onboarding steps, migration notices) to maximize daily personaloutput.
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 beforeinitiatingfinancial conversations with clients.
Change Management Re-framing:Guideclients 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 capturingaccuratefeedback for executive reporting.
5. Daily Execution & Team Participation
End-of-Day (EOD) Accountability:Submitdetailed EOD summaries highlighting completed work, metrics, and pending tasks.
Meeting Engagement:Activelyparticipatein team alignments, training sessions, and weekly L10 meetings.
Knowledge Base Utilization:Organize and reference training materials within Shared Teams folders and knowledge bases tomaintainstrict 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.
Originally posted on Himalayas
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