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Client Experience Specialist II (Customer Service)

The Client Experience Specialist II (CES2) is a company champion for service delivery. With minimal supervision, this position is responsible for managing a portfolio of clients in direct lifecycle support. The key responsibilities include application and technical support, with a focus on responding to incoming calls and email requests from clients. The CES2 provides technical, functional, and instructive support with diagnosing, troubleshooting, and resolving basic to intermediate Clarity application inquiries. The CES2 assists clients with their day-to-day needs in the design, development, and delivery of healthcare member communications. This position reports to a Client Experience Manager.


Essential Functions

  • Gather information, diagnose concerns, and offer solutions to clients
  • Read technical specifications to troubleshoot and identify break-fix solutions
  • Evaluate documented resolutions and analyze trends to identify preventative measures
  • Document and manage ticketing system production items
  • Respond to all client issues and see them through to resolution
  • Collaborate and communicate with all departments
  • Other duties as assigned by management

Education Required

  • High School Diploma

Knowledge & Experience

  • BA/BS degree preferred
  • 3-5 years of experience in a customer service role
  • High technical intelligence; technical savvy 
  • Understanding of data files and record layouts
  • Familiarity with release and change management processes
  • Proficient in Microsoft Office products

Personal Attributes

  • Results-driven, motivated, self-starter, with strong interpersonal skills
  • Capability of interfacing effectively with clients and colleagues both within and outside the department
  • Outstanding telephone and email etiquette with excellent oral and written communication skills
  • Ability to present information to clients and other team members
  • Easily adjusts to changes in a fun, innovative, and fast-paced environment
  • Highly detail-oriented, with strong organizational skills
  • Ability to multi-task and prioritize
  • Friendly, positive attitude, with the ability to adjust behavior when given constructive feedback
  • Available to work a flexible schedule based on department needs

Physical Demands

  • Must be able to sit at a desk 90 percent of the time
  • Must be able to occasionally move about inside the office to access supplies, office equipment, etc.
  • Must be able to operate a computer and other office products (i.e. computer printer)
  • Must be able to frequently communicate via telephone

Clarity is an Equal Opportunity Employer

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