Assistant Client Relations Coordinator and Customer Service

On Behalf of Clear Benefits Advisors, SEE HR & Recruiting is currently seaking an Assistant Client Relations Coordinator and Customer Service. This is a client-facing support role focused on scheduling appointments accurately and helping clients resolve service issues efficiently and professionally. This non-licensed position serves as a first point of contact, creating a warm, organized, and responsive experience. Growth opportunity may lead to a Licensed Customer Service Agent role in January based on performance.

Responsibilities

• Serve as a primary scheduling resource for clients and prospects.
• Schedule appointments for agents and other team members using the correct appointment type and assignment procedures.
• Gather basic information needed to understand the reason for the appointment and route the client to the appropriate person.
• Verify that AgencyBloc appointments appear correctly on agent Outlook calendars.
• Monitor appointment accuracy, appointment type, agent assignment and scheduling capacity.
• Follow up with clients or prospects who need to schedule a next step.
• Track unscheduled or delayed follow-up items and communicate potential lost leads to the appropriate team member.
• Help manage appointment flow during high-volume periods to reduce bottlenecks, missed opportunities and client confusion.
• Coordinate scheduling coverage, capacity concerns and appointment issues with the Office Manager.
• Respond to phone calls, emails and text messages in a timely, professional and friendly manner.
• Provide clients and prospects with clear information about appointment logistics, next steps and who can best assist them.
• Listen carefully to client concerns, gather the facts and determine whether the issue can be handled through customer service or should be escalated.
• Provide calm, patient and respectful communication to older adults, caregivers, referral partners and other callers.
• Communicate client questions, concerns or special circumstances to the appropriate agent, manager or team member.
• Help clients navigate common administrative service issues such as ID card requests, billing questions, provider or pharmacy routing questions, contact-information updates and general service requests.
• When a question requires plan interpretation, insurance advice, coverage recommendations or other licensed guidance, promptly transfer or escalate the matter to a licensed team member.
• Use established company and carrier service procedures to help resolve routine client issues that do not require licensed advice.
• Contact carriers, vendors or other service resources as permitted and appropriate to obtain status information or administrative assistance.
• Keep clients informed when an issue requires additional research or another team member’s involvement.
• Escalate unresolved, sensitive or complex issues to the Client Services Manager or appropriate licensed agent.
• Follow up on assigned service issues until they are resolved or clearly handed off to another responsible team member.
• Document the issue, actions taken, status and next steps accurately in AgencyBloc.
• Immediately communicate client complaints, urgent concerns or potential errors to management.
• Input leads into AgencyBloc and convert leads to individuals according to company procedures.
• Properly categorize leads, prospects and clients.
• Maintain accurate contact information, appointment notes, communication records and service notes.
• Document follow-up needs, scheduling status and client service activity consistently.
• Create, update and maintain appointment confirmation emails and text-message templates as assigned.
• Create, update and maintain appointment types and communicate online scheduling changes to the appropriate internal or website resource.
• Help ensure AgencyBloc workflows remain clean, accurate and consistent for the client and team experience.
• Assist clients with completing appointment-related forms and required intake steps as directed by company procedures.
• Help prospects and clients register for company events, webinars or educational seminars.
• Confirm registration and appointment details and help direct attendees to the appropriate next step.
• Maintain confidentiality and protect client information when handling calls, emails, texts, forms and records.
• Use a private, secure workspace and approved company communication methods when working remotely.
• Serve as a key scheduling and customer-se…