The Client Relations Specialist 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.
Requirements
- Act 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
- Oversee 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
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Matching
- Paid Time Off
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Retirement Plan
- Employee Assistance Program
- Health Savings Account
