Client Success Specialist

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Respond to inquiries from clients reaching out to CSS teams through phone, email, and chat.

• Provide exceptional, timely, and efficient assistance for incoming inquiries from both internal and external clients.

• Foster professional relationships with clients to enhance retention and satisfaction.

• Record all client communications in the Customer Service Management (CRM) system.

• Investigate questions and solutions utilizing various resources and collaborate with colleagues.

• Test potential application issues and report findings to the product development team.

• Engage in application testing to confirm that software updates and bug fixes are prepared for launch.

• Aid in the creation of product documentation, including articles, videos, and other training or presentation materials.

• Gain a comprehensive understanding of customer service workflows and operational protocols.

• Build and maintain working relationships with MCUL and Affiliate staff and management.

• Carry out additional tasks as assigned.

⛳️ Requirements

• A high school diploma or equivalent is required.

• A minimum of 2 years of customer service experience is required.

• College education in business, human resources, IT, or a related field is preferred.

• Experience in financial services, credit unions, and/or human resources is preferred.

• PHR, SHRM-CP, or equivalent credentials are preferred.

• Outstanding written and verbal communication and customer service abilities.

• Capability to excel in both team settings and independently.

• Strong problem-solving and task management capabilities.

• Excellent interpersonal skills.

• Proficiency in the software applications offered through Navari.

• Occasional travel may be necessary to support clients and/or participate in company events.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Life insurance.

• HSA and FSA options.

• Credit for opting out of health insurance coverage.

• 401(k) plan with a 5% company contribution.

• Paid time off for vacations, volunteering, parental leave, and holidays, including floating holidays.

• Discretionary bonuses at year-end.

• Annual merit increases based on performance.

• Flexible remote and hybrid work arrangements.

• Continuous learning and development opportunities.

• Wellness programs.

• Pet insurance.

• Discounts for team members.

• Opportunities to engage, connect, and make a difference.