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About Us
Vensure 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 www.vensure.com .
Position Summary
The 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 Responsibilities
Responsible for acting as a liaison between client and internal operations to ensure a positive working relationship with assigned book of clients
Run point on following client retention processes to retain at risk relationships
Work with internal teams, client, and agent to achieve a high rate of client retention
User set-up and training of our client facing web-based payroll and custom reporting software
Work proactively to facilitate solutions as challenges present themselves
Maintain open communication regarding clients with the necessary internal teams
Assist in the tracking and completion of team projects and initiatives
Review weekly reports to assist with client retention efforts
Review monthly reports to analyze trends
Track client repricing requests to ensure timely responses
Analyze data and review procedures and policies to determine answers to clients' questions
File and maintain client records
Coordinate the resolution of client issues
Perform administrative support tasks, as needed, by the Client Relations team
Process and prepare memos, correspondence, or other documents
Schedule appointments and maintain and update appointment calendars
Act as support for their respective region when team members are traveling
Oversees the operational structural needs of the client to ensure data integrity
Nurture relationships with business owners, client company contacts, marketing agents and internal staff and departments
Escalate and resolve areas of concern, as raised by clients or internal departments
Monitor company performance against service level agreements and flag potential issues
Interact with clients to gain knowledge of their business model and drivers, HR practices, goals, and objectives
Assist with the execution of the service plans by evaluating progress of activities and service requests
Collaborate with internal departments to ensure seamless delivery of services to clients.
Gather and distribute voice of customer feedback to appropriate internal departments
Build cross-functional partnerships to address issues and manage escalations.
Leverage internal relationships to identify opportunities, trends, and process improvements
Successfully manage client expectations in a fast-paced environment
Introduce and drive adoption of new products and services to client
Assist in announcing to clients, changes in compliance using various communication formats
Act as part of a team to continually develop and create improved processes and procedures
Performing annual deliverables client reviews
Responsible for providing online HR guidance and templated HR deliverables, such as handbooks, wage and hour, job descriptions, learning management and other federal and state mandates
Travel (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 offered
Knowledge, Skills, and Abilities
Able to efficiently organize work activities to meet daily and weekly deadlines to meet/exceed expected sales goals
Practice excellent communication (verbal and written) skills
Strong organizational skills: Must be able to demonstrate time management skills, and can prioritize and identify critical tasks along with problem-solving skills
Able to juggle return calls and emails quickly and efficiently
Detail oriented
Be self-motivated, but able to also work alongside a team
Customer service driven and able to get along and develop relationships with an array of clients in different industries and with varying personality types
Must be driven, hard-working and personable
Critical thinking skills and a high level of emotional intelligence required
General working knowledge of Microsoft Office if preferred
Education & Experience
High School graduate or equivalent required
4-year college degree or equivalent work experience preferred
2-3 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.