Client Success Coordinator

Client Success Coordinator

Location: Remote

Reports to: Director of Client Success

Salary: starting at $45K annually

WHO WE ARE

We are a damage recovery expert (not an insurance agency) negotiating the recovery of insurance claims on behalf of business clients in a variety of industries including rentals, loaner cars, construction, emergency response, transportation firms, municipalities, and specialty vehicles.

WHO YOU ARE

You are a consultative, service-based professional with experience in customer satisfaction. You have past consultative experience and can build instant rapport with different people. You have the ability to work independently, manage your time effectively, and have discipline to achieve individual goals.

WHAT YOU WILL DO
You will help maintain existing client’s business, strengthen business relationships, and assist in onboarding clients successfully. You will help our clients to better understand the full potential of our services and act as liaison between the client and ACM sales and operations. You will be responsible for collaborating with different work groups and departments to improve customer support programs, source new prospect referrals, and enhance customer satisfaction.

HOW YOU WILL DO IT

• Build and maintain relationships with clients, body shops, and key personnel

• Enhance current client relationships to ensure ever improving satisfaction

• Conduct informal reviews to ensure clients are satisfied with their services to ensure continuous claim submission

• Run reports to proactively manage client needs

• Bring new creative ideas and concepts to leadership to improve client experience

• Resolve and/or escalate client issues involving missing data, damage recovery or material damage

• Update account records, ensuring all are aware of client personnel changes

• Work with Client Success Managers to ensure client needs are fulfilled effectively

• Conduct ongoing audits of claims, including claim stage and status for ultimate client success

• Work closely with clients to make sure they complete all documentation necessary to manage their claims

• Provide excellent phone and email support to both internal and external “clients”

• Leverage ACM Tracker system to maximize claim related communication

• Monitor client performance to proactively flag and address potential issues

• Utilize additional external systems to monitor Client claim arrival and success

Successful candidates will be able to demonstrate the following minimum qualifications/skills & experience:

• Bachelor’s Degree in Business or a related field preferred

• 3 years’ experience in a customer service role preferred

• Minimum of 1 year of experience in insurance or related field preferred

• Proven capability to maximize Salesforce (or other CRM) platforms preferred

• Demonstrated ability to meet deadlines and service level agreement constraints

• Capable of performing tasks autonomously with efficiency and accountability

• Highly effective verbal and written communication skills with strong EQ and critical thinking skills

• Strong interpersonal skills, active listening skills, and an ability to build solid rapport with internal and external customers alike

BENEFITS AND PERKS

• Medical

• Dental

• Vision

• FSA

• Short Term Disability

• Long Term Disability

• Basic Term Life

• Accident Insurance

• Critical Illness Insurance

• Hospital Indemnity

• 401 (k)

• Paid Time Off