• Observe Project Managers and Implementation Specialists to gain a deep understanding of our end-to-end client onboarding and implementation lifecycle • Identify opportunities to improve efficiency, reduce manual work, and enhance scalability • Analyze operational data, client feedback, and internal metrics to identify trends and improvement opportunities • Assist with ongoing Implementation and Project Management initiatives • Partner with teams across the organization (Implementation, Support, Client Success, Product, etc.) to understand dependencies and opportunities for alignment

• Independently own and drive operational preparedness for key company changes • Represent the voice of the frontline, collecting feedback and ensuring strategic plans are documented • Build strong partnerships across teams to drive alignment • Enable support agents to deliver exceptional service during periods of rapid growth

• Ensure the best possible customer experience from onboarding through daily adoption, providing proactive guidance for optimal use of the platform; • Conduct onboarding, follow-up routines, and communications with new customers; • Support the product team in the platform's continuous improvement by collecting customer feedback and identifying opportunities to increase engagement and delivered value; • Monitor KPIs and prevent churn within the customer portfolio; • Continuously seek ways to optimize team processes and routines, using automation, AI, and no-code platforms to increase efficiency and scale customer support.

We are seeking applicants with exceptional customer service skills, those with the eagerness to learn, and willingness to work as a team in order to better service the different Union members we work with. As a Benefits Administrator you will be in charge of making appointments and following up with the Union members who have requested information on the benefits provided to them. In the past year we have restructured the daily work day and now have the option to work in office or remotely. Requirements: - Must have great attention to detail. - Must be a team player. - Previous customer service and sales experience is a plus. - Must have strong communication skills. - Must be personable and comfortable interacting with customers daily. - Desire to participate in professional development and take on new responsibilities - Self-motivated and comfortable working both independently and as part of a team - Customer service or customer relationship experience Benefits: - Health insurance reimbursement for all staff (upon qualification) - Life insurance at no cost - Agents have an established career path with collectively bargained progressions and vesting of renewal commissions (retirement plan) - UNION BENEFITS – Our staff also belong to a union which includes benefits - Free college classes for all members - Student Debt Reduction Program - Scholarship access for members and their children - Union provides life insurance (in addition to our company) for all members - Roadside assistance for all members - Identity Theft Protection for all members