CLIENT CARE SPECIALIST

Job Summary

We are seeking a dynamic and dedicated Client Care Specialist to join our team! Primarily responsible for providing effective customer service for all internal and external Warrior Allegiance customers by utilizing excellent, in-depth knowledge of company products and programs. This role requires excellent communication skills, a strong customer service mindset, and building and maintaining positive client relationships. This position requires the ability to communicate fluently in both English and Spanish, verbally and in writing, in order to effectively assist a diverse veteran population.

General purpose: Serve as the primary point of contact for clients, providing explanation of company’s services, collecting documentation, addressing their inquiries, requests, and concerns promptly and professionally. The employee must be able to effectively communicate with clients in both English and Spanish.

Position responsibilities:

• Provide outstanding customer service by actively listening to clients, understanding their needs, and delivering timely and effective solutions.
• Build and maintain strong relationships with clients, demonstrating empathy, patience, and a commitment to their satisfaction.
• Communicate effectively with veterans and clients in both English and Spanish, as needed, to provide information, answer questions, explain processes, and assist with service-related needs.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure seamless client onboarding and ongoing support.
• Maintain accurate and up-to-date client records in the company's CRM system, documenting interactions, issues, and resolutions.
• Collect pertinent documentation for claim.
• Collect payments and properly document payment-related information.
• Assist with client retention efforts by monitoring client satisfaction metrics, addressing potential issues, and implementing appropriate retention strategies.
• Demonstrate a high level of attention to detail, empathy, and professionalism when handling sensitive veteran interactions related to appointments or examinations.
• Collaborate with team members to share client insights, feedback, and trends to help improve overall client experience and service offerings.
• Stay updated on industry trends, products, and services to address client inquiries and provide relevant information effectively.
• Contribute to developing and improving client care processes and procedures to streamline operations and enhance efficiency.
• Maintain strict HIPAA compliance and confidentiality standards when handling veteran information across all functions.
• May be required to assist with cross-departmental functions, including but not limited to Hot Seat or Doctor Booking support, as operational needs require, while maintaining professionalism, accuracy, and compliance standards.
• Support department coverage during periods of increased volume, staffing shortages, or operational needs by assisting with appointment coordination and veteran preparation tasks.
• Collects, analyzes, and reports operational and performance data to direct leadership to support informed decision-making and process improvement.

Essential skills and experience:

• High school diploma or equivalent; a bachelor's degree in a related field is a plus.
• Proven experience in customer service or client-facing roles; inside sales experience a plus.
• Bilingual in English and Spanish, with the ability to communicate effectively and professionally in both languages, verbally and in writing.
• Ability to read, write, speak, and understand English and Spanish sufficiently to communicate with veterans, clients, coworkers, and other business contacts.
• Excellent interpersonal and communication skills (verbal and written).
• Strong problem-solving skills with the ability to think quickly and resolve issues effectively.
• Empathetic, patient, and client-focused mindset with strong relationship-building ability.
• Proficiency in CRM software or similar client management tools.
• Proficiency in Microsoft Word and Excel; strong typing and general computer skills.
• Strong organizational skills with attention to detail and accuracy in record-keeping.
• Ability to multitask, prioritize workload, and manage time efficiently.
• Professional phone etiquette and ability to communicate clearly with diverse clients.
• Ability to work independently and collaboratively within a team environment.
• Flexibility to adapt to changing business needs, with occasional evening or weekend availability.

Join us as a Client Care Specialist where your enthusiasm meets your expertise! Help us deliver memorable service experiences while advancing your career in a supportive environment that values your growth.

Pay: $27,040.00 - $31,200.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person

Salary : $27,040 - $31,200