Client Relations Specialist - AZ - South Central Region - On Site

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 www.vensure.com .

Position Summary

The Client Relations Specialist (CRS) is responsible for the health and retention of a book of small to midsized clients. The CRS's role is to foster positive client relationships, manage inquiries, and work with internal departments to seek resolution on client requests. The CRS will also perform on-site client visits for profitable clients in partnership with their leadership team to review the client's account and experience.

Essential Duties and Responsibilities

• Coordinate user set-up and provide training of client facing web-based payroll, custom reporting software, LMS, and service platforms.

• Facilitate proactive intervention steps for at-risk clients, working through the retention process with identified internal teams, client, and business consultants for successful retention.

• Account management by establishing and reinforcing strong relationships with clients, internal partners, brokers and peers through proactive touch points and service recommendations based on client's business needs.

• Act as a liaison between client and internal operations to ensure seamless delivery of services in line with department SOPs.

• Coordinating and leading client meetings to review and discuss escalated issues or matters of significance related to the client's account.

• Build and leverage cross-functional partnerships to manage client inquiries and escalations.

• Analyze & leverage data and reporting to identify opportunities, trends, and process improvements.

• Identify gaps in client processes; introduce and drive adoption of new products and services to client based on identified client need.

• Manage and escalate client issues through various communication platforms including the submission of cases in Client Space to internal departments for resolution.

• Deliver benefit reconciliation results to coordinate payment of open balances.

• Coordinate and present client Open Enrollment on Master Plans.

• Manage Client Benefit questions or concerns during the client's lifecycle.

• Determine and recommend annual increases and/or reductions to client's admin fee.

• Assist with client tax account registration guidance, provide education on payroll tax questions, and obtain clients tax account login credentials when entering a new state.

• Manage and escalate payroll tax notices and drive to resolution.

• Assist and provide guidance with required state and federal reporting.

• Perform on-site client visits for profitable and/or At-Risk Clients.

• Act as support for assigned region when team members are traveling, out of office or unavailable.

Knowledge, Skills, and Abilities

• Customer service driven, and able to interact and develop relationships with an array of clients in different industries and with varying personality types.

• Strong sense of business ethics including the ability to handle confidential information appropriately.

• Ability to adapt to a fast paced, continually changing work environment while managing multiple priorities/projects.

• Self-motivated, as well as the ability to work alongside a team.

• Ability to provide systems training and support as needed.

• General working knowledge of Microsoft Office suite, payroll and CRM platforms.

Education & Experience

• High School graduate or equivalent required.
• 3-4 years of experience in a customer service role preferred. Previous experience in account management, a call center, PEO, payroll, taxes, benefits, human resources, or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.