Customer Service Representative

Job Title: CSR

Location: Tampa, FL -Hybrid

Position Overview

We are seeking a highly organized, customer?focused Account Manager with experience in the insurance industry. This role is responsible for delivering an exceptional end?to?end client experience, managing complex accounts, and serving as the primary post?sale point of contact. The ideal candidate is a proactive problem solver, effective communicator, and strong relationship builder who excels both independently and in cross?functional team environments.

Key Responsibilities

Client & Account Management

• Serve as the primary contact for post?sale client support, ensuring high?quality customer service and timely resolution of escalated issues.
• Manage assigned accounts ranging from 100 to 100,000+ eligible members.
• Lead client implementations, service calls, and ongoing account reviews.
• Provide alternative solutions for client requests and advise on plan design options.
• Maintain accurate and up?to?date client databases.

Problem Solving & Project Leadership

• Participate in and problem?solve during implementation and service conference calls.
• Lead projects and ensure timely completion of deliverables.
• Provide clear, concise updates to management regarding issues and potential escalations.
• Work collaboratively with internal teams, including sales, marketing, underwriting, billing, eligibility, claims, and customer service.

Strategic & Relationship Management

• Build strong consultative relationships with brokers, consultants, and key stakeholders.
• Identify opportunities to enhance profitability, improve processes, and strengthen customer retention.
• Understand group insurance benefit offerings to support enrollment materials and client communications.
• Represent the company at client meetings and industry events.

Additional Expectations

• Respond proactively to client needs and inquiries.
• Adapt to a flexible schedule, including work outside standard business hours as needed.
• Act as an internal and external expert on consultative support practices.

Required Qualifications

• Bachelors Degree.
• Customer service experience within the insurance industry.
• Strong organizational and project management skills with the ability to prioritize multiple tasks.
• Excellent interpersonal, written, and verbal communication skills.
• Self?motivated, with the ability to work independently and within a team.
• Strong computer skills, including Word, Excel, PowerPoint, Adobe, and MS Project.

Preferred Qualifications

• Experience in the PEO or Association market and/or prior experience in insurance sales, underwriting, or operations.
• Understanding of employee benefits, including worksite and voluntary products.
• Experience presenting to and engaging with large audiences.
• Proven account management, project planning, and analytical problem?solving background.
• Ability to thrive under pressure and meet tight deadlines

Regards,

Akansha Pandey

Recruiting Partner

Americas Recruiting Technology

HAYS Working for your tomorrow

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