Client Support Specialist II

Argonaut Management Services, Inc; Omaha (NE); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) with company match

Paid time off

Professional development opportunities

Job summary

Farm Family is seeking a Client Support Specialist II for an in-office role. You will be the first point of contact for clients, delivering effective service across inquiries about products and services.

Uses active listening to identify reasons for contact and provide resolutions, while building strong client relationships. Responsibilities include recording hours, handling escalated calls, assisting with data analytics, and mentoring junior staff.

Qualifications

• High School diploma or GED required.
• 2-3 years of customer service or call center experience.

Responsibilities

• Provide effective customer service to clients in response to inquiries, concerns and requests about products and services.
• Use active listening to determine the reason for contact and provide a resolution resulting in a positive client experience.
• Record all hours worked and submit timesheets in accordance with company policy.
• This is an on-site position; candidates must work at the designated office during standard business hours.
• Handle escalated client calls/complaints and assist upper levels as needed.
• Assist with data analytics and training of lower-level employees; participate in audits and process improvement.
• Complete special projects as assigned by Management.
• Manage large volumes of service inquiries across multiple channels and route unresolved issues appropriately.

Skills

Customer service

Communication skills

Problem solving

Education

High School diploma or GED

Job description

Company

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly‑owned subsidiaries of Clearbrook Group Holdings Inc.

Job Title

Client Support Specialist II

Employment Details

Employment Type: Full-Time
FLSA Status: Non‑Exempt
Location: In Office

Summary

The Client Support Specialist jobs are often the first contact with clients and are primarily responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services that are received from a number of communication channels. By using active listening skills, Client Support Specialists will ascertain the reason the client is contacting the company and provide him/her with a resolution resulting in a positive client experience, while building and maintaining relationships. Much of service conducted for clients is that which requires a license or extensive product/service knowledge.

Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required.

This is a 100% in‑office position. Candidates must be able to work on‑site at a designated company office during standard business hours.

Essential Responsibilities

• Possesses a strong, in‑depth working knowledge and understanding of applicable products and services and procedures of all servicing departments within particular business area and of company. Provides assistance regarding website/mobile app registration as needed.
• Monitors workflow for back office items with a high level of efficiency, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services.
• Possesses extensive knowledge of policy/coverage interpretation, health benefits of each policy, verification and/or explanation of benefits, claims, etc. as well as be able to thoroughly explain or relay information; stays current and is able to apply state mandates and legislation requirements and how plans and requirements vary by each state.
• Handles escalated client calls/complaints (usually from his/her own phone calls). Assists upper level with lower‑level employees' escalation calls.
• Assists upper level in preparing data and analytics. Begins to learn what management looks for, trends to detect, how to analyze data, etc., as needed.
• Assists with training of lower‑level employees, mentoring, answering questions, as needed. Conducts audits of new employees during training period. Assists lower‑level employees with system errors; troubleshoots and/or reaches resolutions as needed.
• Completes special projects as assigned by Management.
• Manages large amounts of incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.

Qualifications / Experience Required

• High School diploma or a GED.
• 2-3 years of customer service or call center experience.

Benefits and Compensation

We offer a competitive compensation package, performance‑based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical), HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.