Client Experience Specialist

Bankers Financial Corp•St. Petersburg, FL

2d•Onsite

About The Position

DecisionHR is a Professional Employer Organization (PEO) located in St Petersburg, FL. Since our inception in 1996, we have empowered our clients with industry-leading human resource solutions they need to drive their business. We assist our clients in the areas of payroll, worker’s compensation, human resources, and benefits. We remove the administrative burden of running their business and allow our clients to focus on their revenue-producing activities. Our goal is to deliver customizable, practical workforce solutions that increase profits, reduce costs and liability, and attract, develop, and retain long-term employees. Company Value Statements Choose Your Attitude Make Someone’s Day Be Present Have Fun SUMMARY/OBJECTIVE The Client Experience Specialist I is a hands-on client service professional and primary point of contact for an assigned book of business of clients and their employees. This role is responsible for delivering exceptional, responsive service by evaluating client needs, coordinating solutions across internal teams, and ensuring satisfaction at every touchpoint.

Requirements

High School diploma or equivalent.
1–2 years of experience in customer service or account management.
Experience working with computer systems and Microsoft Office products.
Excellent customer service skills with strong verbal and written communication abilities.
Strong interpersonal skills and ability to adapt to a fast-paced environment with changing priorities.
Experience working with confidential information.

Nice To Haves

Bachelor’s or Associate’s degree in Human Resources or a closely related field.
Experience with HRIS systems and Salesforce preferred.
Previous experience with a Professional Employer Organization (PEO) preferred.
Moderate proficiency using Microsoft Office products.

Responsibilities

Serve as the primary point of contact for an assigned book of business; build and maintain strong, service-oriented relationships with clients and their employees.
Evaluate and analyze client and employee requests quickly; identify the best resource or resolution and communicate outcomes in a timely, professional manner.
Provide employment-related data and prepare required reports for clients in a timely manner.
Present to clients via webinar or on-site demos of HRIS systems and other technology tools; facilitate client training as needed.
Proactively escalate issues on the client’s behalf to ensure customer satisfaction; follow through on all client referrals to internal department resources to ensure timely resolution.
Perform effectively at a sustained pace, producing quality work for both internal and external customers under competing priorities.
Track and record all client interactions accurately in Salesforce.
Maintain current knowledge of DecisionHR organizational policies, procedures, and service offerings.
Provide excellent customer service while maintaining strict confidentiality of client and employee information.
Follow company policies and procedures required to comply with applicable data privacy and confidentiality requirements, including but not limited to SOC controls and HIPAA Privacy and Security regulations.
Other duties and responsibilities as assigned.