Client Service Representative II

Job Description: Client Support SpecialistMaking your next move countAt Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high- performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry and with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.Position SummaryThe Client Support Specialist is the driving force behind building and fostering client relationships. Client Support Specialists are the point of contact and responsible for supporting their assigned clients. Duties include client support on Independent Contractor (IC) enrollment questions, account maintenance requests and document approval. The Client Support Specialist works closely with clients to proactively identify their needs, assist them with account maintenance requests to include workflow reviews and provides guidance as well as light training on system functionality, supporting the overall goal of promoting client growth and increasing client satisfaction.ResponsibilitiesAddresses client support requests as they pertain to their portal setup and IC enrollments while ensuring timely resolutions that are in line with Service Level Agreements (SLAs) and with attention to qualitySubmit and monitor Technical Support tickets, ensuring clear communication, timely updates, and successful issue resolution for clients.Assists clients with location updates to ensure proper workflow logic, maintains client users, support clients with enrollment invites and IC termination requestsApproves documents in compliance with client specification; denies and informs ICs on non-compliant documents.Demonstrates a strong ability to communicate with clients, including strong executive presence, de-escalation, and relationship managementPrimary point of contact on insurance opt-out requests received from clientsCollaborates with the Accounting Team as well as the Settlement Team to ensure overall satisfaction for our clientsProactively provide feedback to management regarding process improvements and knowledge base content gapsBecomes a trusted advisor to clients. Provides guidance on current service as well as product offeringsWalks clients through troubleshooting and ensures clients maximize system functionalityConsults clients on their ICM portal as well as workflow setups. Partners with the Professional Services Group (PSG) as needed for workflow and client portal setup questionsMaintains client record data and ensures that the client profile is always currentAssists client in maintaining accurate list of active and inactive contractorsWhen needed reaches out to contractors to resolve an issue from being escalatedContributes to organizational goals by meeting metricsMaintains subcontractor records in the client portal and ensures proper association with the respective master contractorsSkills and KnowledgeEffective communication and interpersonal skills; capable of maintaining strong relationshipsStrong organizational and multiple priorities balance skillsExcellent analytical and problem-solving abilitiesDocumentation management and ability to use project management toolsAttention to detail even under pressureTime management skills with the ability to meet deadlinesMust have initiativeExperience and EducationHigh School Diploma and three years of experience in a related field or Associate’s degree in business or related field of studyExceptional verbal, written, and presentation skillsComfortable using collaboration and CRM tools such as Teams, Atlassian, Salesforce, Monday.comAbility to work effectively both independently and as part of a teamKnowledge of file management, transcription, and other administrative proceduresThe PerksContinued training and career developmentVirtual, work from home with occasional office visitsFull Benefits Package including medical, dental, vision and 401kVacation and Holiday PayJob Type: Exempt, Full TimeSalary: Depending on ExperienceTravel: As NeededPassion, excellence, respect, accountability and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves. #J-18808-Ljbffr Openforce