Client Member Success Associate #35979
Office Call Center
Kissimmee, FL Direct Hire Feb 23, 2024
Contemporary Staffing Solutions is seeking a Client Member Success Associate to join our client in Kissimmee, FL! Collaborating closely with both Client and Member Services teams, your responsibilities will include responding to client inquiries, serving as a product knowledge resource, guiding members through issue resolution processes, and ensuring exceptional service delivery throughout the member journey. This Direct-Hire opportunity offers $60,000-$65,000/year!

Duties/Responsibilities:
  • Efficiently respond to client communications, concerns, and inquiries to ensure the highest level of satisfaction, collaborating closely with our Client Services team.
  • Serve as the primary resource for Customer Relationship Managers (CRMs) regarding product and process knowledge, assisting them in delivering the best service experience for clients.
  • Educate CRMs and customers on product capabilities and best practices, ensuring thorough understanding of product and program guidelines.
  • Act as the liaison to the support organization for client knowledge and escalations management.
  • Guide and support members through issue resolution processes, collaborating with internal teams, clients, legal teams, and external stakeholders to ensure timely resolution and a positive member experience.
  • Manage assigned member caseload using a high-touch advocacy model, focusing on elevating the member experience and promoting engagement.
  • Collaborate with internal teams to enhance overall customer satisfaction and work with CRMs and clients to identify success criteria and develop action plans.
  • Handle and coordinate elevated internal and external member issue resolution with urgency, serving as the point person for member inquiries, issues, and concerns.

Education and Experience:
  • High School Diploma or GED
  • Preferred Education: Bachelor’s Degree in Business or related concentration
  • Required Experience: 2+ years’ experience in client services, account management, or similar customer service-related field.
  • Experience driving successful client engagement, handling challenging business situations, and delivering exceptional service resulting in high client retention.
  • Experience in healthcare and/or employee benefits is preferred.

Contemporary Staffing Solutions (CSS) has been a leading provider of contract, temporary, temporary-hire & direct hire solutions. We began as a staffing agency and evolved to a national provider of workforce management solutions with a niche recruitment focus in Accounting & Finance, Call Center & Office, Human Resources, Sales & Marketing, & Information Technology. To learn more about CSS, visit our website: www.ContemporaryStaffing.com.