Client Service Specialist

Summary

Are you passionate about delivering exceptional service and making a real difference in people's lives? Join our dynamic team as a Client Service Specialist, where you'll be the friendly, knowledgeable voice helping clients and their employees navigate the world of employee benefits. This is a remote role with high impact, a lot of variety, and room to grow.

As a Client Service Specialist, you'll be the first point of contact for service inquiries—fielding questions by phone, email, or chat from HR teams and employees across a diverse book of business. You'll work closely with our Client Success Managers to support onboarding, renewals, quoting, and everyday service needs. Your role is vital in ensuring timely, accurate, and empathetic issue resolution while making every client feel valued.

Responsibilities

Client Support & Service Delivery

• Serve as the primary point of contact for client and employee inquiries via phone, email, chat, and SMS, delivering timely and accurate responses.

Onboarding & Renewals

• Manage new client onboarding by entering data and conducting system audits in platforms such as Zywave and Employee Navigator.
• Facilitate annual renewal processes, ensuring timely and accurate updates for client groups.
• Coordinate with internal teams to provide a seamless client experience during onboarding and renewal cycles.

Quoting & Proposal Preparation

• Assist with small group quoting by gathering census and renewal data, running quotes, and preparing proposal documents.
• Partner with the Client Success Manager to review and finalize proposals, ensuring accuracy and timely delivery to clients.

Open Enrollment Support

• Support clients during open enrollment by preparing materials, assisting with system setup, and answering employee questions.
• Guide clients and their employees through the enrollment process, ensuring clear understanding of benefit options and eligibility.

Case Management & Collaboration

• Maintain comprehensive records of service interactions using CRM and case tracking tools such as Salesforce, HubSpot, and Employee Navigator.
• Work with carriers, vendors, and internal teams to resolve client issues and ensure efficient handling of all service tasks.
• Foster effective communication with clients and internal stakeholders to enhance the overall client experience.
• Address questions related to eligibility, enrollment, claims, billing, coverage, and system access to ensure consistent high-quality service.
• Create, track, and resolve service cases in alignment with SLA requirements to ensure timely issue resolution.
• Collaborate with the Client Success Manager to provide daily updates on open cases, client tasks, and upcoming deliverables.

Requirements

• 2–4 years experience in employee benefits, client service, or insurance brokerage preferred.
• Strong communication skills, both verbal and written, to effectively interact with clients.
• Familiarity with Salesforce or other CRM software is a plus.
• Ability to analyze information and provide actionable insights for clients.
• Project management skills are beneficial but not required.
• Comfortable managing service requests, quoting, onboarding, and compliance workflows.
• Health & Life license or willingness to obtain one a plus.

What You Bring

• Empathy, patience, and professionalism under pressure
• Attention to detail and proactive problem-solving
• Comfort with learning new systems and managing multiple priorities
• A passion for helping clients feel supported and confident in their benefits

Ready to make a difference in the lives of thousands of employees?

Apply now and help us redefine what exceptional service looks like in the benefits space