Client Services Specialist

Job Description

Client Services Specialist

Job Level

P2

Summary/objective

The Client Services Specialist is critical in helping internally prioritize complex customer issues that require advanced technical knowledge, collaboration across departments, and a deep understanding of product functionality. This individual will serve as the primary point of contact for escalated cases, ensuring timely and effective resolution while maintaining high customer satisfaction. The ideal candidate is a strong problem solver, an excellent communicator, and capable of managing high-pressure situations. Candidate must possess strong attention to detail and the ability to prioritize tasks in a fast-paced setting.

Core Job Duties

• Acts as an escalation point for assigned Strategic Relationship Managers
• Maintains a high rate of client retention through superior customer service
• Communicate effectively with customers to gather detailed information about the issue and provide regular status updates.
• Provides exposure of customer issues to help prioritize fixes by working closely with development, product, and operations teams to resolve bugs, outages, or performance issues.
• Handles a high volume of internal cases/tickets via our CRM and must be comfortable speaking to various client audiences ranging from business owners, Administrators, Directors, etc.
• Utilizes a creative, problem-solving skillset to assess and provide a plan to remediate issues with deadlines and facilitate recurring calls with customers to review progress on open items
• Proactively identify and recommend improvements to internal processes to prevent recurring issues

Job Complexity

Developing professional expertise. Beginning to focus on attaining proficiency in one or more areas of their role. Applies company policies and procedures to resolve a variety of issues.

Interaction

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision

Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Experience

Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work

experience.

Minimum Qualifications

• 3-5 years' experience in customer facing escalation role
• Excellent time management skills and the ability to prioritize projects without leaving the customer at risk
• Aligns work and attitude to our core values: Accountability, Collaboration, Trust, & Strong Follow-Up Skills
• Ability to manage multiple customers at a time and stay organized
• Ability to maintain a positive attitude under challenging circumstances
• Clear communication skills and the ability to instruct clients with both verbal and written instructions
• Excellent interpersonal skills

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Client Services Specialist

Effective Date

9/10/2024

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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