Client Relations Specialist

4 weeks ago

Duluth, United States Vensure Employer Solutions Full time

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  .

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.

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