Remote Client Success Specialist I

Company MissionThe Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. For more information, visit www.differencecard.com.Our valuesPassion, Accountability, Innovation, and RespectRole and ResponsibilitiesThe goal of this position is to delight our clients through superior customer service and relationship building. This position helps external and internal customers by answering questions, fulfilling requests, providing education about health care, and resolving problems that may arise. This position will service external and internal customers via phone and SalesForce queues email. This position answers a high volume of calls and cases on a daily basis. In addition, travel to client meetings is expected periodically. The position requires:· Personal Accountability: Prioritize and stay organized. Report to shift on time and meet attendance expectations of the position. Attend client meetings on time, when scheduled. Ability to organize daily workload to effectively achieve turnaround time, and customer satisfaction. Actions and key customer touch points are properly documented in SalesForce, to allow for transparency.· Passion: Delight customer by providing amazing customer services as demonstrated by generating positive customer satisfaction scores and testimonials, responding to emails in a high-volume environment within 4 -8 hours-· Productivity: Ensure we are working as efficiently as possible, and able to meet productivity goals of the position. Strive for one-touch resolution of customer issues while communicating appropriate options in a timely and professional manner.· Innovation: Be open to change.· Presentation Skills: Ability to conduct webinars and open enrollment meetings for clients.· Analytical Skills: Ability to review renewal exhibits and explain savings models for customers.· Extraordinary Customer Service Skills: Service customers by maintaining a client friendly approach when answering calls and emails. Apply listening skills to fully understand scope of customer requests. Establish and maintain effective relationships with customers to gain their trust and respect. Advise, consult, and negotiate with customers.· Problem Solving Skills: Ability to ask questions to customer and internal stakeholders to determine the nature of a problem to help effectively solve issues. Research required information using available resources and reporting including claim systems, websites, and databases. Exercise critical thinking. Properly enlist internal department resources for assistance with effective and efficient resolution.· Exceptional Communications Skills: Ability to identify and explain to internal and external customers, in both written and verbal format, the root-cause of issues presented in an easy-to-understand manner that does not result in escalation.· Consultative Skills: Ability to de-escalate issues, raised from internal or external customers when desired client outcome is not viable by providing guidance and alternative solutions that will achieve client satisfaction.· Patience and Diplomacy: Manage and resolve customer complaints.· Commitment: Identify and escalate priority issues. Follow up with customers and internally to ensure we always keep our word to our clients. own client issues from initial report to resolution or escalation, communicating with customers regularly regarding issue status.· Sales Skills: Ability to present and offer products and services to existing customers that will compliment and enhance their benefit package and generate revenue for the organization. · Help Others: Provide customers with product and service information, educating customers and making sure they know how to maximize their benefits. · Flexibility: Other duties as assigned. Qualifications and Education Requirements· College degree or work experience otherwise equivalent to a college degree.· 2-5 years’ experience in a client facing role working with key decision makers preferred.· Insurance industry knowledge preferred.· Experience communicating with executives and decision makers to resolve inquiries and issues.· Position requires positive and high energy, flexibility, strong multi-tasking skills, and outstanding customer service skills.· Superior communication skills both written and verbal are expected including ability to effectively communicate clearly across to teams and customers.· Excellent time management skills and organizational skills are required.· Excellent critical thinking skills.· High-level of diplomacy and patience.· Proficiency in basic office professional computer skills using Microsoft suite (Outlook and SharePoint), data entry, video conferencing. Proficiency in office computer programs like Word, OneNote, and Power Point. Preferred high proficiency in Excel skills including basic formulas and concepts for calculation and data analyzation.· Ability to type quickly and accurately.Location: Remote with occasional travelJob Type: Full-Time (non-exempt/hourly)EB Employee Solutions, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employmentCompany DescriptionThe Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com.

Salary : $25 - $30