Client Advocate I

G&A Partners•Poughkeepsie, NY

8h•Onsite

About The Position

G&A Partners is a growing, Houston-based professional services firm that has been helping entrepreneurs grow their businesses for over 25 years. They are currently seeking a Client Advocate/HR Advisor to join their team at the G&A satellite office located in Poughkeepsie, NY. This role serves as a member of the Client Advocacy team, specializing in scaled client success and managing a diverse portfolio of clients within Shared Services through an efficiency-focused service model. This role executes a distinct client management strategy that emphasizes responsive, technology-enabled support designed to maximize client satisfaction across a higher-volume portfolio. The Client Advocate I leverages standardized processes, automation tools, and systematic workflows to deliver consistent, quality service at scale. The position maintains client relationships through strategic touchpoints including annual account reviews and serves as the primary escalation point for their portfolio, ensuring swift issue resolution while identifying opportunities for service optimization. This specialized approach allows G&A to effectively serve a broader client base while maintaining high service standards through operational excellence. The ideal candidate thrives in fast-paced environments, demonstrates strong organizational skills, excels at managing multiple priorities simultaneously, and embraces technology-driven service delivery models.

Requirements

A high school diploma or equivalent is required.
1-3 years of experience in customer service, account management, or administrative support role.
Experience in high-volume service environment preferred.
Demonstrated comfort with technology and automated systems.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in fast-paced environment.
Proficiency in Microsoft Office products, particularly Outlook and Excel.
Ability to quickly learn and navigate multiple software systems.

Nice To Haves

A bachelor’s degree is preferred.
Bilingual Spanish/English preferred.
Experience with CRM systems preferred.
Professional certifications in customer service or human resources a plus.

Responsibilities

Conducts annual account reviews with clients to confirm account information, assess service utilization, and gather feedback within the scaled success framework.
Identifies and communicates unused services to clients during interactions to optimize their service adoption.
Serves as the primary point of escalation for client concerns within portfolio, efficiently triaging and resolving issues or engaging appropriate team members for specialized support.
Documents all client interactions comprehensively and follows established escalation protocols to ensure consistency across the scaled portfolio.
Collaborates with Client Onboarding team to facilitate smooth transitions for new entities of existing clients.
Contributes to team retention goals by maintaining consistent service levels and addressing client needs promptly.
Monitors and responds to client service cases within established SLA timeframes.
Actively engages in the NPS process to drive client satisfaction by investigating root causes of survey feedback, ensuring any related service issues are assigned to appropriate departments and followed through to resolution, and documenting root cause analysis for leadership review.
Flags at-risk accounts to supervisor based on predetermined indicators.
Assists with implementation of standard retention playbooks under guidance.
Demonstrates working knowledge of core G&A systems and technologies.
Manages and documents client activities, maintains accurate client details and contact information, tracks escalation cases, and documents client feedback in CRM, ensuring accurate information is available for leadership analysis and departmental reporting.
Follows established workflows and utilizes automation tools to maximize efficiency.
Maintains basic knowledge of G&A service offerings to answer fundamental client questions.
Serves as the 'eyes and ears' for the Marketing and Product Development departments to identify what new products and services would benefit G&A clients and represent client perspectives back to the organization.
Identifies process improvement opportunities and may participate in cross-functional project teams to benefit clients and G&A.
Participates in team meetings and training sessions to develop skills and knowledge.
May assist with client communications and system-generated outreach campaigns.
Supports team initiatives as directed by leadership.