Job Snapshot

Location: Remote

Employee Type: Full-Time Employee

Industry: SaaS, Insurance

Manages Others: No

Job Type: Client Support

Experience: 2+ Years

Travel: N/A

Relocation Covered: N/A

Why You’ll Love AgencyBloc

We solve problems for our customers. We give ourselves the autonomy to be awesome. We will be human. We are maniacal about success. This is the culture you’ll be a part of if you join the AgencyBloc Team. We are the #1 Recommended Insurance Industry Growth Platform serving the benefits and senior market space. We help grow our clients’ business with a suite of solutions that can be strategically utilized to support the operational and growth needs of independent insurance agencies, GAs, IMO/FMOs, call centers, and carriers.

Job Description

We are looking for a Client Support Specialist with insurance-industry experience, strong communication and problem-solving skills to join our growing Client Support team.

While this is not your typical help desk environment, you’ll provide support to our clients by responding to ad hoc requests via phone, video, email, and live chat. Our team’s goals are to provide clients the tools and information they need to be successful. Whether it’s answering a question about how something works, recommending best practices and strategies for successful utilization of features or conducting general troubleshooting, our support team strives to turn all interactions into positive results. In this role, you’ll do everything from helping people reset their password to strategizing with clients to implement Radius as a one-stop shop for their marketing and policy management needs.

Responsibilities:

Client Support Specialists are experts on the Radius product and how it impacts our clients’ businesses.
Enhance our clients’ relationship with AgencyBloc through every interaction.
Conduct client troubleshooting and training sessions via web meetings, phone calls, chat and email.
Lead Client Strategy Work Sessions and feature webinars.
Respond to client inquiries and requests in a timely manner to ensure client satisfaction, coordinating with internal business partners when necessary.
Listen to client needs to provide recommendations for best practices for features like Automated Workflows, Appointment Scheduling, email template creation, VoIP dialing and more.
Assess, maintain and enhance training and troubleshooting resources.
Effectively drive adoption of the product by helping users overcome any barriers they are facing.
Ensure department metrics are achieved including goals for client satisfaction and user retention.
Provide insight and feedback on various processes and procedures to maximize efficiency and client satisfaction.
Lead Client Strategy Work Sessions and feature webinars.
Actively participate in regular team meetings.
Other duties as assigned.

Skills/Education/Experience:

2+ years of software support experience or life and health insurance industry experience. Radius experience desired, but not required.
Specific examples of previous experience creating positive customer experiences and exceeding goals.
Bilingual proficiency in Spanish and English preferred: Ability to read, write, and communicate effectively in both languages.
Excellent interpersonal skills, highly organized and efficient.
High level of comfort with technology.
Excellent written and verbal communication skills.
Motivated by the opportunity to be part of a fast-moving, entrepreneurial team.
Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, a humble confidence, and an ability to “translate” thoughts among various groups of people.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

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Client Support Specialist - Radius Product