Client Relations Specialist - Duluth, United States - Vensure Employer Services

Description

About UsVensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO).

The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll.

As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees.

Find out more by visiting .Position SummaryThe Client Relations Specialist (CRS) manages a boutique to mid-size book of client service centric businesses with templated HR needs.

The CRS is responsible for being an advocate for the clients, as well as the internal departments, from the time of completion of the client onboarding through the maintenance and retention process, as well as utilizing the tools provided to increase adoption rates of products and services and increase client retention rates.

Essential Duties and ResponsibilitiesResponsible for acting as a liaison between client and internal operations to ensure a positive working relationship with assigned book of clientsRun point on following client retention processes to retain at risk relationshipsWork with internal teams, client, and agent to achieve a high rate of client retentionUser set-up and training of our client facing web-based payroll and custom reporting softwareWork proactively to facilitate solutions as challenges present themselvesMaintain open communication regarding clients with the necessary internal teamsAssist in the tracking and completion of team projects and initiativesReview weekly reports to assist with client retention effortsReview monthly reports to analyze trendsTrack client repricing requests to ensure timely responsesAnalyze data and review procedures and policies to determine answers to clients' questionsFile and maintain client recordsCoordinate the resolution of client issuesPerform administrative support tasks, as needed, by the Client Relations teamProcess and prepare memos, correspondence, or other documentsSchedule appointments and maintain and update appointment calendarsAct as support for their respective region when team members are travelingOversees the operational structural needs of the client to ensure data integrityNurture relationships with business owners, client company contacts, marketing agents and internal staff and departmentsEscalate and resolve areas of concern, as raised by clients or internal departmentsMonitor company performance against service level agreements and flag potential issuesInteract with clients to gain knowledge of their business model and drivers, HR practices, goals, and objectivesAssist with the execution of the service plans by evaluating progress of activities and service requestsCollaborate with internal departments to ensure seamless delivery of services to clients.

Gather and distribute voice of customer feedback to appropriate internal departmentsBuild cross-functional partnerships to address issues and manage escalations.

Leverage internal relationships to identify opportunities, trends, and process improvementsSuccessfully manage client expectations in a fast-paced environmentIntroduce and drive adoption of new products and services to clientAssist in announcing to clients, changes in compliance using various communication formatsAct as part of a team to continually develop and create improved processes and proceduresPerforming annual deliverables client reviewsResponsible for providing online HR guidance and templated HR deliverables, such as handbooks, wage and hour, job descriptions, learning management and other federal and state mandatesTravel (local and long distance) may be required to meet with clients face to face or meet via telephone on a scheduled basis, as determined by size of client, to ensure they are receiving great service and are taking advantage of and utilizing products and services offeredKnowledge, Skills, and AbilitiesAble to efficiently organize work activities to meet daily and weekly deadlines to meet/exceed expected sales goalsPractice excellent communication (verbal and written) skillsStrong organizational skills: Must be able to demonstrate time management skills, and can prioritize and identify critical tasks along with problem-solving skillsAble to juggle return calls and emails quickly and efficientlyDetail orientedBe self-motivated, but able to also work alongside a teamCustomer service driven and able to get along and develop relationships with an array of clients in different industries and with varying personality typesMust be driven, hard-working and personableCritical thinking skills and a high level of emotional intelligence requiredGeneral working knowledge of Microsoft Office if preferredEducation & ExperienceHigh School graduate or equivalent required4-year college degree or equivalent work experience preferred2-3 years of experience in a professional office environment.

Previous experience in account management, a call center, PEO, payroll, taxes, benefits, human resources, or equivalent is a bonus.