Client Relations Specialist

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 advocating for the clients and internal departments from the completion of the client onboarding through the maintenance and retention process. The CRS also utilizes the tools provided to increase product and service adoption rates and client retention rates.
Schedule: 7:00 a.m. to 4:00 p.m.

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Essential Duties and Responsibilities

• Responsible for acting as a liaison between clients and internal operations to ensure a positive working relationship with the assigned book of clients.
• Run point on following client retention processes to retain at-risk relationships.
• Work with internal teams, clients, and agents 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 and 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 learn about their business models and drivers, HR practices, goals, and objectives.
• Assist with the execution of the service plans by evaluating the 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 the adoption of new products and services to clients.
• 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 via telephone on a scheduled basis, as determined by the size of the client, to ensure they are receiving great service and taking advantage of and utilizing the products and services offered.