Client Services & Retention Specialist — Full-Time (Job Description)

Company: Vemax
Position Type: Full-time
Compensation: Hourly or salary (based on experience) + potential performance incentives
Location: Remote/Hybrid/In-office (as applicable)

Role Summary

Vemax is hiring a Client Services & Retention Specialist to support our clients and help improve retention—especially during renewals and AEP. This person will handle inbound and outbound client communication, resolve issues with empathy and professionalism, and ensure clients feel supported, informed, and confident in their coverage.

Key Responsibilities

Provide excellent customer service to clients via phone, text, and email
Answer questions about coverage, benefits, plan changes, and next steps (within company guidelines)
Support retention outreach during renewals/AEP (appointment reminders, check-ins, follow-ups)
Assist with service requests such as ID cards, PCP changes, pharmacy questions, and plan-related troubleshooting
Escalate complex cases to the appropriate team member and track resolution
Document all interactions accurately in the CRM
Follow call scripts and compliance guidelines while maintaining a friendly, helpful tone
Support internal teams with administrative tasks and client follow-up as needed

Success Metrics (KPIs)

Client satisfaction (call quality, professionalism, and responsiveness)
Issue resolution time and follow-up completion rate
Retention outcomes during renewal/AEP periods
Accuracy and completeness of CRM documentation
Attendance, reliability, and communication with the team

Requirements

Must have excellent customer service skills and a calm, professional phone presence
Strong verbal and written communication skills
Ability to handle sensitive situations with patience and empathy
Highly organized with strong follow-up habits
Comfortable using CRM systems, email, and basic office tools
Bilingual is a plus (English/Spanish), not required
Insurance/Medicare experience is a plus, not required (training provided)

What We Offer

Full-time stable role with growth potential
Training, scripts, and team support
Opportunity to make a real impact on client experience and retention

Job Type: Full-time

Experience:

costumer service: 1 year (Required)

Language:

English (Required)

Work Location: Remote

Vemax Insurance Agency

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