Client Success Specialist

LOCATION: Full Remote - FL, IL, KS, MI, OH, PA, TX, UT, WI only 

POSITION SUMMARY

The Client Success Specialist is an expert in the software applications offered through HR Performance Solutions. The CSS will provide excellent customer service associated with all inbound internal and external client inquiries. By delivering high quality service and promptly and efficiently addressing all inbound inquiries, the CSS will maintain excellent professional client relationships resulting in stronger client retention and a high level of client satisfaction. 

DUTIES & RESPONSIBILITIES

• Professionally provide answers and solutions to clients contacting the CSS teams via phone, email and chat, demonstrating excellent product knowledge, thoroughness, and responsiveness in all client interactions.
• Manage documenting all client interactions within the Customer Service Management (CRM) 
• Be resourceful in using various tools to research questions and solutions by collaborating with other team members.
• Perform testing of potential defects within the application(s) and document and communicate those to the product development team. 
• Participate in application testing to ensure new software updates and defect fixes are ready to be released. Contribute to the growth of the product knowledge base by assisting in the creation of product documentation with articles, videos and other presentation or training tools.
• Develop a solid understanding of customer service processes and operating procedures.
• Establish and maintain effective and proactive working relations, communication, and coordination with MCUL & Affiliate personnel and with management. 
• Perform other duties as assigned. 

SKILLS & ABILITIES

• Excellent written and oral communication and customer service skills.
• Strong ability to work well in a team environment and independently.
• Strong problem-solving and task-management skills. 
• Strong interpersonal skills.

QUALIFICATIONS

• High school diploma or equivalent required. College training in business, human resources, IT or related field preferred.
• Minimum 2 years of customer service experience required.
• Financial services, credit union, and/or human resources experience preferred.
• PHR, SHRM-CP or equivalent experience preferred.

TRAVEL

Position may require light travel as needed to support clients and/or attend company events.

SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.

Total Rewards: We offer a comprehensive and competitive benefits package designed to support your well-being and work-life balance:

• Health Coverage: Medical, dental, and vision insurance; short- and long-term disability; life insurance; HSA and FSA options. You don’t need health insurance? No problem! An opt-out credit will be provided to you for waiving coverage.
• Retirement Savings: 401(k) plan with 5% company contribution
• Paid Time Off: Vacation, volunteer time, parental leave, and holidays—including floating holidays for days that matter most to you
• Compensation Rewards: Discretionary year-end bonuses and annual merit increases based on performance. In alignment with pay transparency laws and our compensation philosophy. Actual pay will depend on experience, qualifications, and budget considerations.
• Work-Life Balance: Flexible remote and hybrid work options
• Professional Growth: Ongoing learning and development opportunities
• Wellness & Lifestyle: Wellness programs, pet insurance, and team member discounts
• Community & Connection: Opportunities to engage, connect, and make an impact
• The Company Itself: Navari offers leading products and services in the areas of Martech, HR Performance and Financial Empowerment. Our company’s dedication to excellence is reflected through superior service to our longstanding clients and our trusted, renowned partners.

The above information has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. We are an equal opportunity employer committed to diversity in the workplace. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. We welcome and encourage applications from all qualified individuals.