A.E. Perkins

Customer Success Lead

A.E. Perkins

full-time

Posted on:

Location Type: Remote

Location: Remote • Texas • 🇺🇸 United States

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Salary

💰 $23 per hour

Job Level

Senior

About the role

  • The Customer Success Lead acts as a dedicated advocate for both clients and members, delivering a high level of personalized service and acting as the primary channel for external product support, education, and issue resolution.
  • 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, focusing on meeting company, client, and member needs.
  • 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 between the hours of 7 a.m. to 8 p.m. CST
  • 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisconsultative supportproblem-solvingclient educationCRM toolsdigital communication channelsmultitaskingbenefits managementclaimsinsurance
Soft skills
verbal communicationwritten communicationpresentation skillsrelationship buildingclient experience focuscritical thinkingadaptabilityteam collaborationtime managementclient advocacy
Certifications
Associate's degree