Client Experience Specialist: Escalations & Resolutions

Leading Edge Administrators LLC; Tampa (FL); On-site; USD 42,000 - 58,000; Full time

Job summary

Leading Edge Administrators LLC in Tampa, FL is seeking a Client Experience Coordinator to manage the end-to-end customer journey, resolve inquiries, and improve service quality. You will collaborate with leadership, coordinate across departments, and document progress in CRM tools to ensure timely, accurate updates.

Requirements include a high school diploma and 1+ year in customer service or call center roles.

Qualifications

• High school diploma or equivalent.
• 1+ year of experience in a customer service or call center environment handling escalations/2nd tier inquiries preferred
• Familiarity with call center metrics and quality standards; Experience with claims processing, benefits, eligibility systems preferred
• Experience with CRM systems or customer support platforms preferred
• Strong communication and ability to work across multiple channels

Responsibilities

• Manage escalations/disputes from clients, Account Managers, members and partners via email, fax, paper, phone, or CRM queues.
• Investigate and resolve disputes, identify root causes of denials or errors, and gather information to resolve issues.
• Provide timely, professional, and accurate resolutions across channels.
• Communicate with providers, customers, and other parties to provide updates and resolve escalations.
• Update records with progress, actions, and status; share updates with stakeholders.
• Collect and analyze data to identify pain points and opportunities for improvement; propose solutions.
• Support design and execution of customer experience programs to improve service quality.
• Monitor KPIs and prepare reports; maintain CRM tooling for interaction tracking.
• Provide training feedback and assist with retraining as needed.
• Support call queues and strive to meet performance metrics.

Skills

Customer service

Communication

CRM familiarity

Multi-channel support

Data analysis

Confidentiality

Education

High school diploma

Tools

CRM systems

MS Word

Excel

Outlook

PowerPoint

Job description

Leading Edge Administrators LLC in Tampa, FL is seeking a Client Experience Coordinator to manage the end-to-end customer journey, resolve inquiries, and improve service quality. You will collaborate with leadership, coordinate across departments, and document progress in CRM tools to ensure timely, accurate updates.

Requirements include a high school diploma and 1+ year in customer service or call center roles.