Client Experience Specialist

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee a substantial volume of incoming calls and digital service requests.

• Deliver outstanding customer support to EAP clients and providers.

• Build trustworthy, professional relationships with clients and vendors.

• Assess client needs and connect individuals with suitable resources.

• Provide timely follow-up and ensure resolution of client issues.

• Anticipate client requirements and offer proactive assistance.

• Evaluate situations and determine appropriate referrals.

• Aid clients in accessing available services and resources.

• Collaborate with providers to ensure effective service delivery.

• Assist with provider recruitment efforts as required.

• Appropriately escalate complex situations.

• Maintain precise client records and documentation.

• Input information into company databases and systems.

• Ensure adherence to company policies and procedures.

• Monitor requests and manage numerous priorities concurrently.

• Professionally de-escalate client and provider concerns.

• Develop innovative solutions to address client needs.

• Efficiently resolve issues while upholding service excellence.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Strong customer service and communication abilities.

• Excellent organizational skills and capacity to multitask.

• Capability to handle multiple priorities in a fast-paced setting.

• Strong problem-solving capabilities.

• Proficiency in Microsoft Office applications.

• Selected candidates must successfully complete a criminal background check, drug screening, and any required state-mandated clearances.

• Employment is contingent upon fulfilling all screening requirements according to federal, state, and accrediting-body regulations.

• Associate's Degree or Bachelor's Degree is preferred.

• Experience in customer service, client services, healthcare, behavioral health, call center operations, employee assistance programs, or human services is preferred.

• Experience handling confidential information is preferred.

• Familiarity with CRM, database, or case management systems is preferred.

• Customer Relationship Management.

• Client Support.

• Call Center Experience.

• Referral Coordination.

• Conflict Resolution.

• Crisis De-escalation.

• Microsoft Office Suite.

• Microsoft Teams.

• Zoom.

• Adobe Acrobat.

• Smartsheet.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Flexible Spending Accounts.

• Life Insurance.

• Paid Time Off.

• 401(k) with Company Match.

• Tuition Reimbursement.

• Employee Recognition Programs.

• Referral Bonus opportunities.