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:
Work Location: Remote
