Client Experience Supervisor

Job Description

Job Description

DecisionHR is a Professional Employer Organization (PEO) located in St Petersburg, FL. Since our inception in 1996, we have empowered our clients with industry-leading human resource solutions they need to drive their business. We assist our clients in the areas of payroll, worker’s compensation, human resources, and benefits. We remove the administrative burden of running their business and allow our clients to focus on their revenue-producing activities. Our goal is to deliver customizable, practical workforce solutions that increase profits, reduce costs and liability, and attract, develop, and retain long-term employees.

Our Core values include:

Collaboration : working together is critical to achieving organizational goals.

Innovation : growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.

Performance : we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.

Social Responsibility : we place charity and volunteer work at the core of our organization.

Trust: we build and maintain trust with our employees and clients by embodying integrity, transparency, and ‘doing the right thing.’

Company Value Statements

Choose Your Attitude

Make Someone’s Day

Be Present

Have Fun

Summary/Objective

The Client Experience Supervisor leads and develops a team of Client Experience Specialists and Client Experience Coordinators responsible for delivering exemplary service to clients and their employees. This role serves as the operational bridge between frontline service delivery and Client Experience leadership, ensuring client satisfaction, retention, and consistent service quality across a diverse client portfolio.

The Supervisor maintains deep knowledge of client needs, proactively identifies and resolves issues, and partners cross-functionally to deliver practical solutions that support the organization’s commitment to outstanding client service.

Essential Functions

• Team Leadership & Development
  • Manage and lead a team of Client Experience Specialists responsible for a diverse client portfolio; may serve as primary contact for select client accounts.
  • Coach, develop, and provide ongoing performance feedback to team members to drive service excellence and professional growth.
  • Partner with the Client Experience Manager to monitor team performance, establish goals, and implement accountability measures.

• Client Relationship Management

  • Develop and foster positive client relationships to ensure satisfaction and long-term retention.
  • Regularly monitor client accounts to ensure consistent, high-quality service delivery.
  • Gain thorough knowledge of each client’s business model, pay practices, and service needs to provide proactive, tailored support.
  • Communicate with clients on an as-needed basis to understand their needs, anticipated outcomes, and any emerging concerns.

• Issue Resolution & Escalation

  • Identify actual and potential client issues; collaborate with internal teams to provide practical, timely solutions.
  • Escalate complex or unresolved issues to the Client Experience Manager as appropriate, ensuring resolution and compliance with agreed-upon service agreements.
  • Secure necessary internal resources and manage projects to design and deliver appropriate client solutions.

• Reporting & Internal Communication

  • Communicate client analytics, trends, and internal or external issues to the Client Experience Manager that may affect client satisfaction or profitability.
  • Provide webinars and demonstrations of DecisionHR software and technology capabilities to clients as needed.
  • 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.

Required Education and Experience

• High School diploma or equivalent.
• Minimum of 5 years of leadership experience in customer service, consulting, or benefits.
• Excellent verbal, written, presentation, and communication skills; comfortable engaging with clients by phone, Zoom, or in person.
• Demonstrated analytical and critical thinking skills with the ability to independently resolve issues.
• Ability to thrive in a fast-paced, flexible, team-oriented environment while managing competing priorities.
• Strong interpersonal skills and demonstrated ability to build lasting relationships with clients, team members, and internal stakeholders.
• Commitment to providing superior customer service and proactively addressing client concerns.
• Working knowledge of Microsoft Office core applications (Word, Excel, PowerPoint, Outlook).
• Experience working with confidential information.
• Travel is required on occasion.

Preferred Education and Experience

• Bachelor’s or Associate’s degree in a related field.
• Experience in the PEO industry.
• Working knowledge of HRIS systems, WorkLio, and Salesforce.
• Experience establishing and maintaining successful business relationships.

The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as a comprehensive, complete or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.