Client Support & In-Office Specialist

Pplfirst; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Pplfirst is seeking an In Office Support Specialist to serve as the primary contact for clients in the New York City area satellite offices. You will address inquiries, resolve issues, and guide clients through account processes while documenting interactions in the CRM.

The role requires strong communication, attention to detail, and a passion for helping others. In-office, Monday–Friday, 8 AM–5 PM, based in Latham, NY.

Qualifications

• Education: High school diploma or equivalent required; associate or bachelor's degree preferred.
• Substantial professional experience may be considered in lieu of a formal degree.
• Certification: 3+ years of experience in customer service, client support, or a related field.

Responsibilities

• Customer Support: Greet Consumers, Personal Assistants, and clients to resolve issues and questions.
• Problem Resolution: Address and resolve client concerns, ensuring high satisfaction.
• Account Management: Assist clients with registering, guidance on processes, and service queries.
• Service Information: Provide clear information on services, policies, and eligibility.
• Documentation: Record client interactions in the CRM for future reference.
• Collaboration: Work with operations, finance, and compliance to resolve issues.
• Quality Assurance: Ensure interactions meet standards and regulatory requirements.
• Escalation Support: Escalate complex issues to supervisors for timely resolution.
• Feedback Collection: Gather client feedback and suggest process improvements.
• Authorization & Claims Research: Resolve authorization inquiries using internal systems.
• Timesheet Pend Investigation: Research and resolve pend issues with outbound calls.
• Education & System Training: Educate consumers and Personal Assistants on guidelines.
• MCO/Health Plan Escalation: Research and respond to escalations from MCOs.

Skills

Communication Skills

Problem-Solving

Customer-Centric Attitude

Organizational Skills

Technical Skills

Attention to Detail

Team Player

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Email & chat systems

Job description

Pplfirst is seeking an In Office Support Specialist to serve as the primary contact for clients in the New York City area satellite offices. You will address inquiries, resolve issues, and guide clients through account processes while documenting interactions in the CRM.

The role requires strong communication, attention to detail, and a passion for helping others. In-office, Monday–Friday, 8 AM–5 PM, based in Latham, NY.