• Client Support Specialist

    Job Locations US-NJ-Woodbridge
    # of Openings
    1
    Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Company Overview

    Extensis, one of the largest Professional Employer Organizations (PEOs) in the U.S. and the fastest growing PEO in the Northeast, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the hot HRO industry, we’re interested in talking to you. We’re focused on the biggest market in the most attractive region of the U.S. Together with our experienced professionals, you can help us deliver on our brand promise to simplify HR. Our portfolio includes personalized services for HR, benefit plans, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $1 billion in employment-related costs annually—and we’re growing every day.

     

    For more information about the company visit www.extensisgroup.com.

    Position Summary

    Our Client Success Group ensures our clients’ success and builds client loyalty by understanding our clients’ companies, their HR goals, and personally offering ways to maximize the value of our services.

     
    The Specialist, Client Success Group is responsible for solving client escalations as it pertains to service and pricing. You will work collaboratively with sales and operations teams to ensure client expectations are met and exceeded. Your work will positively impact our clients, help us deliver on our promises to our clients, and contribute to the growth of our company.

    Responsibilities

    Client Relations Support & Management

    • Earn and build trust and credibility with clients in a short period of time by providing proper training, support and services to deescalate cases
    • Manage escalations related to renewals, benefits consultation, pricing negotiations, and contract administration
    • Maintain a strong working knowledge of our products, services, and delivery model by department (HR, payroll, risk, technology, etc.)
    • Providing new client contacts with a first-class orientation to our systems, products, and services
    • Regularly touch base with your clients to ensure client success and full satisfaction
    • Identify changes to client’s business model and leadership team and realign services to support their HR goals and objectives
    • Be the first-level of escalation for any of your clients’ issues, serve as your clients’ internal champion, clearly define and communicate your clients’ desired business outcomes to Senior Director, Client Services Group and keep your clients apprised of our actions

    Operational Support & Cross-Functional Partnerships

    • Report on analytics
    • Assist with the coordination of client deactivation and termination processes
    • Partner with Benefits, Payroll, and HR to address assigned escalations during open enrollment
    • Partner with Sales and Operations to contribute to a robust Client Reference Program
    • Support client reference requests and generation initiatives
    • Partner with Operations to ensure high-quality delivery of services to your assigned clients

    Client Success Development

    • Recommend improvements/enhancements to Senior Director, Client Success Group based on your assigned clients’ service engagement activities and product usage

    Qualifications

    • Bachelor's degree
    • Minimum of 2 years of client relations and/or client service experience
    • High ethical standards
    • Team player, results-focused, strong work ethic
    • Strong customer interaction skills
    • Highly organized
    • Works best in a fast-paced, dynamic market-driven work environment
    • Ability to establish relationships and interact with business owners, executives and managers
    • Ability to build effective relationships and work across internal departments to meet client expectations and needs
    • Ability to analyze a client situation, develop a solution and construct a clear presentation
    • Ability to recognize client’s behavioral patterns and take action to build successful partnerships and client loyalty
    • Ability to make sound judgment calls under pressure

    #EXT124 #GD

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