Client Experience Specialist: Frontline Support

UHA; Honolulu (HI); On-site; USD 29,000 - 35,000; Full time

Benefits offered by this job

Benefits

Job summary

UHA is seeking a Client Relations Coordinator to join the Client Services team. The role focuses on providing exceptional tier one support to clients via phone and email, acting as the main contact between Client Services, brokers, clients, and groups, and ensuring inquiries are routed, documented, and resolved efficiently.

The position balances frontline client interaction with back‑end service coordination, supports QA activities, peer onboarding, and continuous process improvements to enhance

Qualifications

• High School Diploma or equivalent.
• Two years of recent experience in customer service or contact center.
• Proficiency with Microsoft Office applications including Excel, Word, PowerPoint, and Outlook.
• Able to manage all types of clients and broker calls in a professional manner.
• Able to work as a contributing Team Member towards achieving management’s stated goals.
• Excellent time management and organizational skills.
• Experience with Salesforce preferred.

Responsibilities

• Serve as the first point of contact for client inquiries via phone and email.
• Triage service requests and route complex or urgent matters to appropriate departments or team members.
• Independently resolve non-complex issues, such as but not limited to basic billing inquiries, eligibility questions, Schedule A or service concerns within defined protocols.
• Maintain an abandonment rate below 5% while ensuring customer satisfaction and adherence to quality standards.
• Audit and update client contact information as needed to ensure automated 2-month touches sent out meet delivery success rate of 90% or higher.
• Respond to voicemails left on the Client Services ACD line.
• Process and manage client correspondence using internal tools (incl. email inboxes, Salesforce).
• Collaborate closely with Client Relations Consultants to support seamless handoffs and end-to-end client services.
• Process open enrollment promo items and collateral orders within four business days.
• Enter events for Client Services Team in the Concierge calendar.
• Accurately document call outcomes and case details in CRM (Salesforce).
• Assist in maintaining internal knowledge bases, scripting guides, and operational SOPs.
• Ensure all client interactions meet the minimum QA score and participate in calibration audits.

Skills

Customer service

Phone & email support

Microsoft Office

Salesforce

Education

High School Diploma or equivalent

Associate degree or equivalent

Tools

Salesforce

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

UHA is seeking a Client Relations Coordinator to join the Client Services team. The role focuses on providing exceptional tier one support to clients via phone and email, acting as the main contact between Client Services, brokers, clients, and groups, and ensuring inquiries are routed, documented, and resolved efficiently.

The position balances frontline client interaction with back‑end service coordination, supports QA activities, peer onboarding, and continuous process improvements to enhance