Specialist, Premier

Essential Functions & Responsibilities:

• Serve as daily point of contact for key accounts, responding to inquiries via phone, email, and other communication platforms with professionalism, urgency, and accuracy.
• Manage and prioritize all support needs for assigned premier accounts, ensuring a high level of customer satisfaction and adherence with service level agreements (SLAs).
• Proactively engage customers through outbound outreach efforts (calls, emails, and strategic touchpoints) to better understand client pain points, sentiment, and overall experience, and share actionable insights with internal stakeholders.
• Participate in strategic account reviews and assist in executing customer-specific initiatives, onboarding tasks, or program enhancements.
• Provide real-time, account-specific client training and user support, including navigation of DISA platforms, ordering procedures, reporting capabilities, and issue resolution guidance. Serve as the primary resource for client users requiring refresher training, workflow assistance, and platform utilization support related to their day-to-day account activities.
• Escalate complex or escalated issues, to internal teams (Compliance, IT, Technical Support, Operations) as needed.
• Maintain expert-level knowledge of assigned accounts and operational procedures to serve as a trusted advisor to customers.
• Deliver specialized reporting and custom solutions tailored to the needs of premier clients.
• Provide mentorship to junior client service team members when needed.
• Ensure customer interactions are documented clearly in CRM tools (e.g., Salesforce, Suite).
• Maintain a strong understanding of service and product offerings.
• Perform additional duties as assigned by management.

Key Skills & Experience:

• High school diploma or GED required; Associate degree preferred.
• 5+ years of customer service, client support, account management, or relationship management experience, preferably supporting premier, strategic, or enterprise-level clients.
• Strong verbal and written communication skills with the ability to build relationships, manage client expectations, and deliver exceptional customer service.
• Proficiency with CRM systems, including Salesforce or Microsoft Dynamics, and Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint).
• Demonstrated problem-solving and issue resolution skills, with the ability to collaborate across departments to address client needs and deliver effective solutions.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
• Experience providing client training, onboarding support, reporting assistance, and guidance on products, platforms, services, and best practices.
• Collaborative team player with the ability to support strategic account initiatives, mentor peers, share best practices, and contribute to a high-performance, customer-focused culture.

Benefits:

• Personal and Sick Paid Time Off.
• 401k with a highly competitive match.
• 11 Paid Holidays.
• Medical/Dental and Vision.
• Group Life Insurance, HSA/FSA.
• Employee Assistance Program.
• Educational Assistance Program.

Training Schedule: Mon. – Fri.- 8:30 am – 5:00 pm EST

Work Hours: Mon. - Fri. -Within the Operational Hours of 8a - 8p EST

Internal Mapping: This role aligns to the internal job profile of Specialist, Premier within the Client Care job family.

Physical Requirements:
• While performing the duties of this job, the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift up to 15lbs.(occasionally).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices.

Job Pay Range

$19 - $25/hr.

EEO/M/F/Vet/Disability