Job Description: Client Services Specialist
Making your next move count
At 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 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 Summary
As a member of the Client Services team, the Client Services Specialist is focused on helping Openforce deliver high quality support to clients of all sizes. This position will partner with Client Success team members to assist Enterprise level accounts, as well as resolve more complex issues or escalated issues for accounts of all sizes. The Client Services Specialist acts as a client advocate and works with internal departments to ensure client needs are understood and satisfied with frequent updates to the client. This position may also act as a lead for overall client satisfaction and health for a group of non-Enterprise accounts. The Client Services Specialist may assist with handling client complaints, collecting and analyzing data, account maintaince requests, provides guidance, light system training, and improving the overall customer experience, in partnership with Client Service Representative IIs that may support the Client Services Specialist as needed. This role requires a high-energy individual that wants to make a mark and is passionate about the success of the client business relationship.
The successful Client Services Specialist will become an expert in Openforce software products and services and has exceptional communication, independent analysis, and resolution through the use of strong problem solving skills.
Responsibilities
- Serve as the lead point for complex service requests and Enterprise level support requests including special projects for clients
- Communicate effectively withclients, including strong executive presence, de-escalation, and relationship management; develop trusted advisor relationship with client stakeholders and executive sponsors
- Communicate with clients to understand their needs by asking probing questions and explaining product value along with offerings the client may not currently be using
- Ensure the timely and successful delivery of our solutions, according to customer needs and objectives with stellar customer service
- Support clients with document or workflow update requests; partner internally to ensure completion per scope of work
- Walk clients through troubleshooting and ensure clients maximize system functionality
- Facilitate client calls, as needed, as part of the resolution efforts and to understand or explain complex issues
- Responsible for system issue intake, creating Jira ticket, and follow-up and follow through on tickets; update the client throughout the process
- Expertly resolve complaints; prevent escalations, and prevent additional issues by improving processes while properly maintaining and updating client information sources
- Collaborates with various internal departments to ensure fulfilment of customer requests; own and drive the process
- Supports internal User Acceptance Testing (UAT) Efforts
- Proactively supports the Tier 2 Client Services team with tasks as needed
- Responsible for Knowledge Base article maintenance
Skills and Knowledge
- Demonstrable ability to effectively communicate, present and influence key stakeholders at all levels of an organization, including executive team members
- Problem-solving skills to help resolve customer complaints or requests
- Experience delivering client-focused solutions to customer needs
- Effective verbal and written communication skills to communicate product ideas/solutions to clients
- Strong customer service and interpersonal skills for dealing with different types of customers and clients
- Excellent analytical and problem-solving abilities
- Strong organizational skills and attention to detail
Experience and Education
- Bachelor's degree in business administration, marketing, sales or similar field or equivalent practical experience
- Prior experience and knowledge with supporting SaaS clients as well as working with Software Product Management and Engineering teams
- Exceptional verbal, written, and presentation skills
- Comfortable using collaboration and CRM tools such as Teams, Atlassian (Confluence & Jira), Salesforce, Monday.com
- Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint)
- Ability to work effectively both independently and as part of a team
- Experience in leading smaller projects, coordinating across multiple departments of an organization, and driving for results
- Knowledge of file management, transcription, and other administrative procedures
- Highly organized, focused and results driven to meet both deadlines and expectations
The Perks
- Continued training and career development
- Virtual, work from home with occasional office visits
- Full Benefits Package including Medical, dental, vision and 401k match
- Vacation, Sick, and Holiday Pay
Job Type: Exempt, Full Time
Salary: Salary
Travel: Not at this time/Limited
Passion, 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.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) 3% Match
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Schedule:
Work Location: Remote