Client Service Specialist

The "REAL" Insurance Lady (T.R.I.L.) is a family-owned, mission-driven insurance agency serving individuals and families with health, Medicare, dental, vision, and life insurance support. Our work is centered on helping underserved communities navigate important coverage decisions with clarity, care, and confidence.

We are seeking a proactive, client-focused Client Service Specialist to manage and nurture relationships with our existing client base. In this role, you will serve as the primary point of contact for client inquiries, drive satisfaction and retention, identify account growth opportunities, assist with policy renewals, and resolve account-related concerns. You will collaborate closely with cross-functional teams to deliver a seamless, high-touch client experience.

Primary Responsibilities

Maintain high levels of client satisfaction and trust through proactive communication and responsive service.

Identify cross-selling, upselling, and expansion opportunities within existing client accounts.

Address and resolve complex client, account, and policy issues efficiently and accurately.

Support the full policy renewal lifecycle to maximize account retention.

Collaborate with internal departments (Sales, Underwriting, Operations) to ensure timely resolution of client needs.

Handle high volumes of inbound and outbound calls, emails, and service requests professionally.

Requirements

• Candidate Qualifications & Skills
• License Requirements
• Active Health Insurance License (In one of the following states, Texas, Oklahoma, Louisiana, Mississippi, Arkansas, Alabama, South Carolina, North Carolina, Tennessee and Georgia, required upon hire).
• Core Competencies
• Customer Service Experience: Strong background in client management, account support, or consultative sales.
• Communication Skills: Exceptional verbal and written communication with demonstrated phone presence.
• Problem-Solving & Analytical Ability: Solution-oriented mindset with the ability to analyze issues and execute timely resolutions.
• Adaptability & Organization: Ability to prioritize tasks in a fast-paced environment and remain open to evolving processes.
• Technical Proficiency: Fast, accurate data entry capabilities (minimum 35 WPM).
• Technical & Remote Setup Requirements
• Computer Setup: PC running Windows 7 (or higher) OR Mac running macOS 10.1 (or higher).
• Peripherals: Dual-monitor setup (secondary monitor required), hands-free headset, and working webcam.
• Network & Connectivity: High-speed internet connection