Account Manager Client Services - Phoenix, AZ

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This budgeted replacement request is to backfill a dedicated hybrid Service Account Manager position supporting the Arizona State Retirement System (ASRS), which serves 49,840 members and generates $1.5 million in annual revenue.

The position has been vacant since March 2026.

The ASRS contract requires a minimum of one full-time, on-site customer service representative in the Phoenix office for the first 20,000 Medicare Plan Participants, plus one additional representative for each additional 10,000 participants, or as needed to maintain high participant satisfaction.

This is a full-time position.

Employees are required to work standard business hours from 8:00 AM to 5:00 PM Arizona time, with flexibility to work occasional overtime during peak season based on business needs.

We provide several weeks of on-the-job training, with training hours aligned to your regular work schedule.

If you are located in Phoenix, AZ, you will have the flexibility to work remotely* as you take on some tough challenges.

• Establish and maintain effective working relationships with the assigned client, client staff, and internal team members to support shared goals
• Provide first-level triage, response, and resolution for escalated issues involving internal and external customers
• Investigate and manage escalated member-level issues through root cause analysis, and communicate outcomes to internal partners or external client or members in person, by phone, or in writing
• Accurately document and track all issues and activities in the issue tracking database
• Serve as a liaison between internal and external customers to support member-level issue resolution, identify and escalate trends, respond to inquiries, and act as a benefits and program subject matter expert