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Client Relations Advocate

Job Description
Make a Difference Every Day with Team Applied The people of Applied are making a difference every day through innovation and a commitment to help safeguard and protect what matters most. With first-to-market software, mobile and data analytics solutions, Applied is revolutionizing companies to strengthen their position as trusted advisors to clients across the world. Our core values challenge employees to make a difference every day with excellence for customers and support for the communities around us. We believe that success comes from a dynamic working environment that offers professionals an opportunity to grow and succeed alongside extraordinary people.
Learn how you can make a difference on Team Applied.
Job Summary Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Client Relations Advocate to be responsible for increasing customer retention with the insurance agencies we service. Your focus will be on accurately tracking and measuring attrition, analyzing the primary drivers of attrition, devising long term and short term strategies for increasing retention, and executing these retention efforts. Our primary revenue stream is recurring revenue from existing customers and thus retention management is a key priority for the organization, with executive-level visibility and strong organizational commitment. This is a challenging yet rewarding role where you have the opportunity to see the direct impact of your efforts!
Additional responsibilities include:
Identify trends and root cause customer issues in order to create proactive long term resolutions to retain customers and reduce attrition
Develop and maintain credibility and effective working relations with both external and internal clients in a way that demonstrates an understanding of business problems, as well as strategies, issues and priorities
Participate in continuous improvement and corrective action initiatives to determine root cause and resolve customer complaints
Anticipate problems and identify opportunities through a detailed knowledge of the business and make recommendations as necessary
Ensure accurate intake and properly document all potential issues and/or concerns.
Participate in customer outreach activities to ensure quality related concerns are captured, communicated and addressed
Support relationship management initiatives that provide high quality, responsive service regarding quality related concerns
Requirements:
Bachelor's degree preferred in Business Management, Sales/Marketing, or Customer Service; or equivalent work experience
1+ years customer service experience
Demonstrated ability to deal with the most difficult and disgruntled customers, and work with them to solve their issues while deriving learning that will improve the rest of the company
Well-developed conversational skills ? ability to establish rapport over the phone
Combination of technology and business acumen, along with significant customer service skills
Excellent organization skills and keen attention to detail
The ability to handle many high priority and complex task/projects simultaneously
Heavy problem solving skills
Genuine desire to improve the overall client experience
Functional proficiency with Microsoft Word, Excel, Outlook, and PowerPoint
Strong customer service background and record of success in implementing retention initiatives based on feedback desired
Insurance industry exposure a plus but not required
Corporate Profile Applied Systems is a leading provider of software that powers the business of insurance. Recognized as a pioneer in agency management systems, insurance organizations rely on the company's software to manage their clients and policies in a consistent manner to minimize risk, reduce operating expenses, and drive sustainable growth and profitability. Leading the industry in technology innovation, Applied Systems has been at the forefront of data exchange between agencies, brokers, carriers and their clients. Today, the company has more than 1,500 employees with customers throughout the United States, Canada, the United Kingdom, and Ireland. By automating the insurance lifecycle, Applied Systems remains committed to help safeguard what matters most to millions of people around the world. To learn more, please visit www.AppliedSystems.com.
Employees feel appreciated at Applied Systems. In addition to a competitive benefits package that starts on the first day of employment, we offer paid time off, a flexible "Dress for your Day" casual dress code, and an open communication policy. The resulting atmosphere is professional and conducive to productivity, yet comfortable and fun.
Applied Systems welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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