Vendor Enrollment & Experience Specialist

Openforce•Scottsdale, AZ

6d•Hybrid

About The Position

At Openforce, a SaaS and services company, you will find a career experience that will challenge you, satisfy you, and make you proud to work for. Teamwork and transparent communication are the hallmark of this company. The focus is on high-performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry and with a distinct ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention. The Vendor Enrollment & Experience Specialist guides contractors through the onboarding/enrollment process for new and existing client implementations, meeting timeline and consumption goals, while also serving as a front-line resource for contractor and client support inquiries. The balance of onboarding versus support work will shift based on business needs, with onboarding as the primary focus of the role. This role combines proactive enrollment outreach and live support with day-to-day contractor experience support, reporting project updates internally (Openforce) and externally (client), and coordinating with third-party vendors when needed. Full contractor consumption for a client, alongside high-quality, responsive support, are both critical goals for Openforce, and this role is central to achieving them.

Requirements

Have a High school diploma OR GED equivalent
Excellent verbal and written communication skills with a professional, confident phone presence — this role is the voice of Openforce for contractors, clients, and internal teams
Have a minimum of two years of customer service experience, including at least one year in a call center environment
Possess expected working knowledge of a PC (internet browser, remote desktop access, videotelephony software, etc.)
Be proficient in MS Office applications (e.g., Outlook, Word, Excel)
Have knowledge of customer service principles and practices
Have knowledge of administration and clerical processes
Maintain a regular and dependable work attendance record with few instances of unplanned and/or unexpected absence

Nice To Haves

Spanish speaking is a plus, but not required

Responsibilities

Build and maintain business relationships with clients and contractors by providing prompt, accurate service that promotes loyalty
Provide customers with clear, easily understood answers to product and service questions based on their situation
Handle inbound and outbound inquiries via phone, chat, and email, based on business needs, meeting department guidelines for service quality, phone availability, and call quality metrics
Proactively contact contractors to advise of enrollment status and offer assistance
Proactively communicate case status, roadblocks, and priority issues to the Team Lead and teammates; participate in team huddles/check-ins to share updates and best practices
Manage and resolve complaints; escalate to Management/Client Services when necessary
Identify and escalate priority issues by asking probing questions and using knowledge base software
Provide training and support to end users and less experienced reps; operate as Subject Matter Expert (SME) for assigned programs or systems
Keep enrollment instances and group onboarding events moving forward efficiently, ensuring contractor groups have all necessary information
Provide software technical support
Coordinate with critical partners — other Openforce departments and third-party vendors — to resolve client requests
Document all call and case information according to standard operating procedure
Perform data compilation and analysis, provide regularly scheduled project updates, and contribute to internal process improvement
Perform other job-related duties as assigned