Client Success Representative

Job Posting: Client Success Representative

Company:Employee Retention Benefits

Department:Client SuccessTeam

Reports To:Client Success Manager

Employment Type:Full-Time

Position Overview

Employee Retention Benefits (ERB) isseekinga high-performing, operations-mindedClient Success Representativeto serve as the primary point of contactfor clients. This is a fast-paced, client-facing operational role that demands sharp communication skills, deep product knowledge, platformproficiency, anda strong senseof personal accountability.

The ideal candidate excels at executing structured workflows, managing high-volume communication queues,maintainingabsolute CRM hygiene, and preserving critical relationships across clients, insurance carriers, and internal teams.We are looking for client-centric, outcome-driven professionals who bring strong problem-solving skills and operational efficiency to the role.

Key Responsibilities

1.Daily Customer Support & Communication

• Handling Incoming Calls & Emails:Managing a busy inbox and phone line to answer client questions about policies,migrations,claims, sign-ups,refunds, and cancellations quickly and on time.

• Proactive Client Check-ins:Execute structured outreach for critical account milestones, including proactive health checks, client onboarding, and benefit/package migrations.

• Frictionless De-escalation:Serve as the first line of defense for frustrated clients. Utilize emotional regulation and proactive problem-solving to resolve issues and de-escalate tension before involvingmanager.

• Client Advocacy & Meeting Facilitation:Prepare for, conduct, and document scheduled account reviews or alignment calls to ensure long-term client retention and satisfaction.

2. Operational Discipline & CRM Hygiene

• Data Integrity:Update client profiles and interaction logs in CRMfollowing every touchpoint.Maintain clear, objective notes detailing customer sentiment, resolutions, and pending items to ensure seamless team handoffs.

• Audit Trail Management:Ensure all required compliance documents, signed agreements,and recordsare accurately uploaded and attached toclient profilesin CRM.

• Post-Interaction Administration:Draft and deployclearemail recaps to clientsimmediatelyfollowing calls, explicitly detailing ownership, next steps, and deadlines.

• Expectation Management:Set internal calendar alerts and reminders to proactively follow up with clients, ensuring they never have to reach out to ERB for an update.

• Knowledge Transfers:Brief internal management or newly assigned team members on historical account pain points, communication preferences, and general account health.