AE Perkins is hiring a Customer Success Lead to serve as a dedicated advocate for clients and members, delivering personalized service and acting as the primary channel for external product support and issue resolution. This role focuses on building relationships, utilizing internal resources, and ensuring an exceptional experience for high-priority and VIP accounts.
What You'll Do
- Serve as the primary point of contact for high-priority and VIP clients, addressing complex inquiries and issues promptly.
- Act as an intermediary to resolve member-related issues, assessing client needs and facilitating effective solutions.
- Proactively recommend solutions, set expectations, and deliver accurate information regarding benefits and account navigation.
- Educate participants on plan features to empower them to maximize benefits and navigate the platform.
- Build and foster strong relationships across the company, collaborating 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 to address client issues, applying sound judgment in interpreting relevant laws and policies.
- Proactively assess complex client needs and provide consultative support with strategic insights.
- Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality.
- Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups.
What We're Looking For
- Proven experience handling complex client inquiries, with an emphasis on consultative support and problem-solving.
- Ability to proactively recommend solutions and deliver tailored client education.
- Exceptional verbal, written, and presentation skills across multiple channels (phone, email, chat).
- Demonstrated skill in building and maintaining strong relationships with clients and internal teams.
- Strong multitasking abilities to manage multiple priorities in a fast-paced, deadline-driven environment.
- Ability to manage flexible schedules, available to work Monday-Friday between 7 a.m. to 8 p.m. CST.
- An Associate’s degree or four or more years of professional experience in a related field.
- Prior experience in benefits management, claims, insurance, or healthcare is required.
- At least 2 years of demonstrated success in customer service or client support in a high-volume, complex environment.
Technical Stack
- CRM tools
- Digital communication channels
Team & Environment
You will work in a team-oriented environment, collaborating with colleagues to meet company, client, and member needs.
Benefits & Compensation
- Compensation: $20.00 per hour
- Medical, Vision, and Dental Insurance
- 401(k) Matching
- Flexible Spending Accounts and Health Savings Accounts
- Disability & Life Insurance
- Employee Assistance Program
- LegalShield and 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
Work Mode
This is an onsite position.
AE Perkins is an equal opportunity employer.
