Client Experience Specialist III Team Lead

Client Experience Specialist III Team Lead# Client Experience Specialist III Team LeadRemote - Saint Petersburg, FL 33701; Decision HR - St Petersburg, FL 33702-2480## Description**COMPANY VALUE STATEMENTS**Choose Your AttitudeMake Someone's DayBe PresentHave Fun**POSITION SUMMARY**The Client Experience Specialist III / Team Lead is an advanced individual contributor who carries a full book of client accounts while serving as the team's peer resource for training, onboarding support, and day-to-day guidance. This role sits between the Specialist II and Supervisor levels -- operating at the highest individual contributor scope within the Client Experience career ladder while taking on meaningful responsibility for team consistency, knowledge sharing, and first-level escalation support.The Specialist III / Team Lead does not hold formal supervisory authority and has no direct reports. Rather, this role leads through expertise -- serving as the go-to resource for Specialist I and II team members who need process guidance, system support, or help navigating a complex client situation. The Supervisor retains all formal performance management and leadership responsibilities. This is an ideal role for a high-performing Specialist II who is developing toward a supervisory path and ready to contribute beyond their own book of business.**ESSENTIAL FUNCTIONS****Client Service & Account Management*** Serve as the primary point of contact for an assigned book of business at an advanced level; build and maintain strong, service-oriented relationships with clients and their employees, modeling the standard of service expected across the team.* Evaluate and analyze client and employee requests quickly and independently; identify the best resource or resolution path and communicate outcomes in a timely, professional manner with minimal escalation needed.* Provide employment-related data and prepare required reports for clients in a timely manner; proactively identify reporting needs before clients ask.* Present to clients via webinar or on-site demos of HRIS systems and other technology tools; facilitate client training independently and with confidence.* Manage a more complex or higher-volume book of business relative to Specialist I and II; demonstrate consistent mastery of DecisionHR processes, systems, and service standards across all client interactions.**Issue Resolution & First-Level Escalation Support*** Proactively identify and escalate issues on the client's behalf to ensure satisfaction; serve as a first-level resource for Specialist I and II peers on complex or unusual client situations before escalation reaches the Supervisor.* Assist the Supervisor in triaging team-level escalations; help determine whether a situation can be resolved at the Specialist level or requires Supervisor or cross-functional involvement.* Follow through on all client referrals to internal department resources to confirm timely resolution; maintain accountability for open items across assigned accounts.* Perform effectively at a sustained pace under competing priorities, consistently producing high-quality work for both internal and external clients.**Training & Peer Development*** Support the onboarding and training of new Client Experience Specialists; guide them through systems, processes, workflows, and client service expectations during their ramp-up period.* Serve as a day-to-day resource for Specialist I and II team members with process and system questions; share knowledge, best practices, and service techniques in a constructive and approachable manner.* Assist the Supervisor with developing and updating training materials, job aids, process guides, and onboarding checklists for the team.* Participate in team meetings and contribute to knowledge-sharing discussions; help surface process gaps or inconsistencies to the Supervisor for resolution.**Quality & Process Consistency*** Assist the Supervisor in monitoring team workflow and identifying patterns in client issues, escalations, or service gaps; bring observations and recommendations to the Supervisor's attention.* Maintain current and thorough knowledge of DecisionHR organizational policies, procedures, service offerings, and system updates; help ensure team members have access to accurate, up-to-date information.* Contribute to a culture of consistency and accountability across the Client Experience team by modeling best practices in documentation, communication, and follow-through.**Documentation & Compliance*** Track and record all client interactions accurately and thoroughly in Salesforce; maintain documentation standards that support audit readiness and team continuity.* Provide excellent customer service while maintaining strict confidentiality of client and employee information at all times.* Follow company policies and procedures required to comply with applicable data privacy and confidentiality requirements, including but not limited to SOC controls and HIPAA Privacy and Security regulations.* Other duties and responsibilities as assigned.## Qualifications**REQUIRED EDUCATION AND EXPERIENCE*** High school diploma or equivalent required.* 5+ years of experience in customer service, account management, or a client-facing role; prior experience at the Client Experience Specialist II level or equivalent strongly preferred.* Demonstrated mastery of DecisionHR systems, processes, and service standards (or equivalent PEO/client-service environment), with a track record of independent, high-quality client service.* Proven ability to explain processes, troubleshoot issues, and guide peers in a constructive and patient manner.* Excellent verbal and written communication skills; comfortable presenting to clients and facilitating training sessions.* Strong organizational skills and ability to manage a full book of business while supporting team-level responsibilities simultaneously.* Proficiency in Microsoft Office Suite and demonstrated experience with Salesforce or comparable CRM platforms.* Experience working with confidential information and maintaining strict data privacy standards.**PREFERRED EDUCATION AND EXPERIENCE*** Bachelor's or Associate's degree in Human Resources, Business, or a closely related field.* Experience in the PEO industry.* Working knowledge of Worklio and Salesforce.* Prior experience in a training, mentorship, or team lead capacity, even informally.* Demonstrated interest in professional development toward a supervisory or leadership role. #J-18808-Ljbffr Priority Dispatch Corp.