About the Role
The Account Specialist is integral to our customer support team, working directly with our clients. This role coordinates with the relationship management team to ensure high client retention and satisfaction. Account Specialists assist with day-to-day client interactions that support both the client and the relationship managers.
Responsibilities
Consistently hit quarterly Big 3 goals while embodying our CARE values
Be a direct day-to-day point of contact for all Thrive Account and Tuition clients, providing issue management and client support via email and phone
Provide feedback to the Relationship Manager and operational leadership on trends and opportunities within the assigned book of business and the broader client base
Assist with client and participant training opportunities
Clearly articulate and communicate with internal and external stakeholders
Adhere to and update KPIs as it relates to the role
Assist in the renewal and termination process
Responsible for timely and effective client support, problem resolution, and proactive follow-up
Manage system updates during implementation, renewal, and mid-year changes
Provide stellar customer service to internal staff, clients, and participants
Provide ongoing assistance to team members
Requirements
1-3 years experience in Customer Support or a similar role
Demonstrated understanding of how to deliver high-quality customer service
Working knowledge of Microsoft Word and Excel
Ability to understand how to utilize technology
Ability to identify and provide solutions for client needs
Quick learner and detailed oriented
Strong communication skills, complemented by both excellent verbal and written communication customer-centric with a strong desire to help people; highly empathetic
Positive attitude
Takes initiative to uncover/develop solutions before escalating issues
Ability to take on new projects and easily transition between tasks
Team player who is receptive to coaching and adaptive to change
Desire to excel and grow each day
Ability to work in a remote environment
Additional Information
Salary Offered
$37,000-$43,000/annually
Benefits Offered
Health, Dental, and Vision Insurance
Life and AD&D Insurance
Short-and long-term disability insurance
Maternity and Paternity Leave
401K with employer match
5-and 10-year sabbatical program
Employee Assistance Program (EAP)
Voluntary Benefits
Monthly Employer Contributions to Employee ThrivePass Account
Annual Learning and Development Funds
Generous Paid Time Off (PTO) Policy