Client Services Specialist

Position Title: Client Services Specialist/Tier 1 Support (Full Time / Temporary) Who’ll You Report To: Manager of Client Services\-Tier 1 Support **Job Description** **Full\-Time \| Remote \| 8:30 AM–5:00 PM PST (30\-minute lunch)** We are seeking a dedicated, detail‑oriented Client Services Specialist to join the Client Services Team. In this full‑time, remote role, you will serve as the first point of contact for members and employers, delivering exceptional service through phone, email, and internal systems. You will handle 30–50 inbound calls per day, provide accurate benefit and reimbursement guidance, process eligibility and enrollment changes, and resolve complex account issues with professionalism and empathy. We expect this temporary role to extend through the end of August. **Job Responsibilities:** **Member \& Employer Support** * Provide prompt, personalized service via phone, email, and follow\-up communication. * Manage RingCentral inbound and outbound calls while maintaining professionalism and call quality. * Deliver first\-call resolution for benefit, reimbursement, billing, COBRA, claims, enrollment, and eligibility inquiries. * Support members through Qualifying Life Events (QLEs), explaining required documentation and next steps. * Assist with ID card requests, including research, reorders, and carrier follow\-up. * Handle overage dependent reviews, notifications, and eligibility processing. * De\-escalate emotionally charged situations using empathy, active listening, and clear communication. **Case Management \& Issue Resolution** * Complete and manage Salesforce Case Types, including: + EE\-Level Enrollment/Eligibility Cases (member adds, terms, demographic corrections, plan changes, etc.) + ER\-Level Employer Changes (group demographics, group adds/updates, corrections) + ID Card Cases * Investigate and resolve benefit, reimbursement, denial, and claims\-related questions. * Own resolution of errors when they occur and ensure transparent communication with members and internal teams. * Make outbound calls to gather missing information, provide updates, or close open cases. **Reporting \& Administrative Support** * Fulfill one\-off reporting requests for internal teams, brokers, or employers as needed. * Maintain client records and document discrepancies or updates accurately. * Provide general administrative support and contribute to special projects. * Assist other business units when workload demands or cross\-functional needs arise. **Technical \& Remote Work Responsibilities** * Manage multiple systems in a dual‑monitor environment to support high call volume efficiently. * Handle user management tasks within assigned systems as directed (e.g., access, updates, troubleshooting). * Log into phone systems on time and adhere to scheduled breaks and productivity expectations. * Maintain a distraction\-free home workspace with reliable high\-speed interne