Client Success Representative

About Us Employee Retention Benefits, Inc (ERB) is the #1 employee benefits firm on the West Coast. ERB began as an enrollment firm partnering with some of the top brokers in the United States. The ERB team has extensive experience in all phases of the business of employee benefits and with that ERB has a unique understanding of the grassroots needs for employee benefits. The entire ERB team is skilled in both the best practices of the past as well as evolving tactic, solutions and products. A guiding principle of ERB is an ongoing commitment to customer service and the customer experience. ERB believes that there is a disconnect between the customer, their employees and the plan design. ERB has developed a very specific program to understand the needs of every account, eliminating the cookie cutter solution and replacing that with a customized plan; for every customer. Job Description This is a remote position. Job Posting: Client Success Representative Company: Employee Retention Benefits Department: Client Success Team Reports To: Client Success Manager Employment Type: Full-Time Position Overview Employee Retention Benefits (ERB) is seeking a high-performing, operations-minded Client Success Representative to serve as the primary point of contact for clients. This is a fast-paced, client-facing operational role that demands sharp communication skills, deep product knowledge, platform proficiency, and a strong sense of personal accountability. The ideal candidate excels at executing structured workflows, managing high-volume communication queues, maintaining absolute 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 involving manager. 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 CRM following 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 records are accurately uploaded and attached to client profiles in CRM. Post-Interaction Administration: Draft and deploy clear email recaps to clients immediately following 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. 3. Cross-Departmental Workflows & Partner Coordination Issue Resolution Collaboration: Translate verbal feedback or technical issues into precise, actionable internal tickets for sales, finance and other teams. Carrier Alignment: Coordinate behind the scenes with account managers at external partner firms and insurance carriers to clarify complex policy benefits and resolve client friction points smoothly. Process Optimization: Refine and update email templates and SOPs for common workflows (e.g., payment reminders, onboarding steps, migration notices) to maximize daily personal out put. Knowledge Transfers: Brief internal management or newly assigned team members on historical account pain points, communication preferences, and general account health. 4. Billing, Retention, & Lifecycle Management Billing Discrepancy Audits: Review invoices, payment history, and ledger discrepancies thoroughly before initiating financial conversations with clients. Change Management Re-framing: Guide clients through structural shifts, system updates, or carrier migrations by reframing administrative updates as high-value enhancements. Churn Intervention: Detect early warning signs of client dissatisfaction—such as communication drop-offs or frequent complaints—and deploy targeted retention strategies. Offboarding & Reporting: When cancellation is unavoidable, manage the exit process professionally to preserve the company’s reputation while capturing accurate feedback for executive reporting. 5. Daily Execution & Team Participation End-of-Day (EOD) Accountability: Submit detailed EOD summaries highlighting completed work, metrics, and pending tasks. Meeting Engagement: Actively participate in team alignments, training sessions, and weekly L10 meetings. Knowledge Base Utilization: Organize and reference training materials within Shared Teams folders and knowledge bases to maintain strict alignment with established SOPs. Required Skills & Competencies Client Service & Professional Capabilities Regulated Industry Experience: Prior experience in insurance, financial services, or a highly regulated, policy-driven industry is strongly preferred. Process Adherence: A bility to consistently follow detailed protocols, multi-step procedures, and established SOPs.