Vertical Operations Specialist - Tampa, United States - Kforce

Description

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Job Description - Vertical Operations Specialist
Kforce is a solutions firm specializing in technology, finance & accounting

,

and professional staffing services. Each year, we help more than 30,000 people find work.

We partner with more than 3,000 companies, including a significant majority of the Fortune 500, to find solutions for their talent, team and project needs.

At Kforce, we thrive on building lasting relationships and making a positive impact on the lives of all we serve.

Our national network of 2,000+ associates support our ability to meet the needs of customers of all size.
We are proud of the culture we've created. Our people enjoy a hybrid work environment where flexibility and choice are empowered by trust and technology. Our office occasional approach gives Kforcers the ability to achieve high performance levels while designing their best lives. Join the Kforce family and we will support you with expert training, innovative tools

,

and a team of great people. Together, we can achieve powerful results. At Kforce,

We Love What We Do. We Love Who We

Serve.

SUMMARY:

Under supervisory direction, serve as single point of contact to provide administrative support to Premier clients, consultants and employees in order to resolve issues and/or questions on various administrative activities.

Partner closely with Field offices and internal departments to provide superior customer service ensuring consultant and client retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Act as a single point of contact to investigate, resolve and respond to Tier I and II questions or issues for Firm's Premier partners including clients, consultants, employees and vendors.

Develop ongoing relationships with partners.

Gather partner's concerns, identify and resolve customer inquiries, educate the partner on steps to avoid callback on the same issue, and document interactions.

Report escalated issues to management.
Provide quality service, meeting customers' expectations, in a variety of support and consultant care activities. Effectively communicate issues, resolutions, statuses and workarounds.
Facilitate and maintain partner access to various Kforce and third party information systems.

Transfer or consult Tier III cases to the appropriate back office or field representative to handle and monitor delegated customer service issues to ensure timely and accurate resolution.

Partner with internal departments to resolve complex customer service inquires. Maintain awareness and notify management of other departments' systems and process changes.

Track, trend and deliver Premier partner reporting related to type and volume of inquires and/or issues in order to proactively assess and resolve ongoing issues.

Escalate to Client Services and Revenue Generators.
Resolve issues, balancing between partner needs and Firm policies, in the best interest of both.
Identify, develop and recommend best practices and procedures.
Follow Service Level Agreements, established processes and policies to include approval validation.
Assist with special projects such as process improvements and technical upgrades.


SUPERVISORY RESPONSIBILITIES:
None required.
KEY SUCCESS INDICATORS/


ATTRIBUTES:
Ability to prioritize and multi-task in a fast paced, changing environment.
Demonstrate excellent organizational skills and be detail oriented.
Ability to self-motivate and self-direct, achieve set goals and deadlines.
Ability to analyze and problem solve.
Demonstrate excellent communication and interpersonal skills.
Proficient handling difficult situations and human relations issues with professionalism and respect.
Ability to maintain professionalism when interacting with internal and external customers.
Proficient personal computer skills with MS Office (Word, Excel, Power Point, Outlook).
Commitment and adherence to Firm Core Values.
EDUCATION AND/


OR EXPERIENCE:
High school diploma and 3-5 years of related experience or the equivalent combination of education and experience required.
Direct experience in business-to-business account/relationship management preferred.
Kforce experience in an administrative or transactional role (payroll, time entry, benefits, etc) preferred.
CERTIFICATES AND/


OR LICENSES:
None required.


WORKING CONDITIONS:
Overtime may be required.
Kforce is an EEO/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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