Head of CRM Execution
Triskel Consulting
Customer Success Lead
A.E. Perkins
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
Senior
About the role
- Serve as primary point of contact for high-priority and VIP clients, addressing complex inquiries and issues promptly
- Act as intermediary to resolve member-related issues, assess client needs, and facilitate effective solutions
- Proactively recommend solutions, set realistic expectations, and provide accurate information about benefits and account navigation
- Educate participants on plan features to maximize benefits and platform navigation
- Build and foster strong relationships across the company; collaborate in a team-oriented environment
- Act as an Ameriflex ambassador, upholding core values and projecting a positive professional image
- Collaborate with internal teams to offer solutions, identify process improvements, and promote best practices
- Analyze and interpret data specific to VIP accounts to provide tailored support and identify trends
- Use critical thinking and sound judgment to address client issues, adhering to laws, regulations, and policies
- Proactively assess complex client needs and provide consultative strategic insights
- Ensure strict compliance with HIPAA and other regulatory guidelines; maintain confidentiality
- Maintain accurate records of client interactions, document resolutions, and track follow-ups as required
Requirements
- Proven experience in handling complex client inquiries, emphasis on consultative support and problem-solving (Advanced)
- Ability to proactively recommend solutions and deliver client education tailored to individual needs (Advanced)
- Exceptional verbal, written, and presentation skills across phone, email, chat (Advanced)
- Demonstrated skill building and maintaining strong relationships with clients and internal teams (Advanced)
- Proficiency in data analysis, ability to draw insights and provide solutions based on client account data (Intermediate)
- Knowledge of CRM tools and digital communication channels; adaptable to new technology (Intermediate)
- Strong multitasking and time-management in fast-paced, deadline-driven environments (Advanced)
- Availability to work Monday-Friday between 7 a.m. to 8 p.m. CST
- Associate’s degree or four or more years of professional experience in a related field; prior experience in benefits management, claims, insurance, or healthcare required
- Demonstrated success in customer service or client support roles with at least 2 years in a high-volume, complex environment
