Employee Navigator Customer Service Analyst

Brown & Brown; United States; Remote; USD 50,000 - 60,000; Full time

Job summary

Join a forward-thinking company as an Employee Navigator Customer Success Analyst, where you'll play a vital role in enhancing customer experiences through effective software implementation and support. This position offers a unique opportunity to develop your skills in a collaborative environment while ensuring our clients receive top-notch service. With a focus on health care reform compliance and automated benefits enrollment, you'll engage with a variety of stakeholders to resolve issues and improve retention. Embrace a culture that values meritocracy and professional growth, making a significant impact in the industry.

Benefits

Medical/Rx Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401k

Tuition Reimbursement

Paid Time Off

Holidays

Partner Discounts

Qualifications

• 1-3 years of software and implementation experience.
• Proficient in MS Office Suite.

Responsibilities

• Support customer websites using third-party software.
• Test and audit configured software for proper functionality.
• Build relationships with account teams and customers.

Skills

Software Implementation

Customer Support

Root Cause Analysis

MS Office Suite

Education

Associate’s or Bachelor’s degree

Job description

Job Description: Employee Navigator Customer Success Analyst at Brown & Brown

Built on meritocracy, our unique company culture rewards self-starters and those committed to doing what is best for our customers.

Brown & Brown is seeking an Employee Navigator Customer Success Analyst to join our growing team.

The Customer Success Analyst is a key member of the National Employee Benefits Technology (EBTech) Department. The department deploys various software tools to our valued customers for health care reform compliance, automated benefits enrollment, and other automation needs. The incumbent is responsible for carrying out various aspects of software implementation, including needs analysis, configuration, testing, training, presentation, and post-implementation support.

How You Will Contribute

• Support new and existing customer websites (using third-party software).
• Resolve routine issues for customer accounts and communicate effectively with customers.
• Test and audit configured software to ensure proper functionality.
• Assist Implementation Analysts and learn quality assurance basics.
• Follow and interpret SOPs to execute duties accurately.
• Build and manage relationships with account teams, vendors, and customers to improve retention.
• Develop root cause analysis skills for daily customer support.
• Use knowledge of health and benefits products to configure and test software tools.
• Strive to meet or exceed performance standards.
• Perform quality assurance on site builds and review findings with specialists.
• Respond to customer support questions and participate in meetings as needed.
• Follow department policies and pursue professional development.
• Perform other duties as assigned.

Licenses and Certifications

• Licensure in Life and Health Insurance

Skills & Experience

• Minimum education: Associate’s or Bachelor’s degree, or equivalent work experience
• 1-3 years of software and implementation experience
• Proficient in MS Office Suite
• Experience with personal applications

Additional preferred experience includes 1-3 years in an office environment, preferably in insurance, human resources, or financial sectors.

Pay Range

$50,000 - $60,000 annually

The pay range reflects the role's experience, location, and budget considerations.

Teammate Benefits & Total Well-Being

We offer comprehensive benefits focusing on total well-being, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP, 401k, Student Loan Assistance, Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Partner Discounts, and more

Benefits may vary by location and eligibility.

The Power To Be Yourself

As an Equal Opportunity Employer, we promote an inclusive environment guided by our Diversity, Inclusion & Belonging motto, “The Power to Be Yourself”.