Client Service Representative II

Job Description: Client Support 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 and 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

The Client Support Specialist is the driving force behind building and fostering client relationships. Client Support Specialists are the point of contact and responsible for supporting their assigned clients. Duties include client support on Independent Contractor (IC) enrollment questions, account maintenance requests and document approval. The Client Support Specialist works closely with clients to proactively identify their needs, assist them with account maintenance requests to include workflow reviews and provides guidance as well as light training on system functionality, supporting the overall goal of promoting client growth and increasing client satisfaction.

Responsibilities

• Addresses client support requests as they pertain to their portal setup and IC enrollments while ensuring timely resolutions that are in line with Service Level Agreements (SLAs) and with attention to quality

• Submit and monitor Technical Support tickets, ensuring clear communication, timely updates, and successful issue resolution for clients.

• Assists clients with location updates to ensure proper workflow logic, maintains client users, support clients with enrollment invites and IC termination requests

• Approves documents in compliance with client specification; denies and informs ICs on non-compliant documents.

• Demonstrates a strong ability to communicate with clients, including strong executive presence, de-escalation, and relationship management

• Primary point of contact on insurance opt-out requests received from clients

• Collaborates with the Accounting Team as well as the Settlement Team to ensure overall satisfaction for our clients

• Proactively provide feedback to management regarding process improvements and knowledge base content gaps

• Becomes a trusted advisor to clients. Provides guidance on current service as well as product offerings

• Walks clients through troubleshooting and ensures clients maximize system functionality

• Consults clients on their ICM portal as well as workflow setups. Partners with the Professional Services Group (PSG) as needed for workflow and client portal setup questions

• Maintains client record data and ensures that the client profile is always current

• Assists client in maintaining accurate list of active and inactive contractors

• When needed reaches out to contractors to resolve an issue from being escalated

• Contributes to organizational goals by meeting metrics

• Maintains subcontractor records in the client portal and ensures proper association with the respective master contractors