Specialty Client Services

Join isolved's Client Specialty Services team and be at the forefront of HR innovation! This role offers you the chance to engage with diverse clients, tackling unique challenges and crafting tailored solutions that empower businesses to thrive. Embrace the excitement of a dynamic, remote work environment where your ideas can flourish. You'll be part of a collaborative team that thrives on performance and creativity, all while making a genuine impact on client success.

Step into a vibrant company culture that champions teamwork and integrity, where everyday sparks new opportunities for personal and professional growth. Don't miss your chance to make a difference in the HR industry!

Hello, we're isolved

isolved is the most-trusted HCM technology leader, providing the best combination of software and services to meet the needs of today People Heroes HR, payroll, and benefits professionals. From talent acquisition to workforce management to talent management, our solutions are delivered directly or through our HRO partner network to more than 5 million employees and 145,000 employers across all 50 states who use them every day to increase productivity, accelerate decision-making and ensure performance, while reducing risk. isolved People Cloud, our intelligently connected platform, automates the entire employee experience by design, so that organizations can engage, empower, and energize their talent while freeing their People Heroes to exceed their goals and grow their careers.

Day to day as a Client Specialty Services

As a new member of the Client Specialty Services team at isolved, your day-to-day expectations will revolve around delivering exceptional client experiences. You'll start by engaging with clients to understand their unique needs and challenges, ensuring personalized service. Collaboration is key, as you'll work closely with cross-functional teams to develop and implement effective HR solutions.

You'll be responsible for managing client inquiries, troubleshooting issues, and providing timely updates to ensure satisfaction. Additionally, you'll analyze client feedback and performance data to identify areas for improvement, fostering a culture of continuous innovation. Your role will also include training clients on our software applications, empowering them to leverage the full potential of our services.

Every day will bring new challenges and opportunities to showcase your problem-solving skills in a fast-paced, energetic environment!

What you need to be successful

To excel in the Client Specialty Services position at isolved, you will need a diverse skill set that aligns with our core values. Strong communication skills are essential, as you'll be interacting with clients regularly and articulating complex concepts in a clear, empathetic manner. Problem-solving abilities will enable you to tackle client challenges effectively, ensuring smooth and satisfying resolutions. A customer-centric mindset is crucial; understanding client needs and striving for their success will set you apart.

You should also possess strong analytical skills to assess client feedback and service performance, driving continuous improvement. Embracing a high-performance culture means displaying adaptability and resilience in a fast-paced environment. Additionally, teamwork and collaboration will be vital, as you will work closely with colleagues across various departments to deliver cohesive solutions. Lastly, a keen sense of integrity and trustworthiness will foster lasting client relationships.

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
• Aligns work and attitude to our core values: Accountability, Collaboration, Trust, & Strong Follow-Up Skills
• Proactively identify and recommend improvements to internal processes to prevent recurring issues
• Shifts may be from 7 a.m. - 7 p.m. local time

Job Complexity

• As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

• Consistently works on complex assignments requiring independent action and a high degree of initiative to obtain resolution to issues. Makes recommendations for new procedures.

Supervision

• Acts independently to determine methods and procedures for new assignments. Exercises initiative and judgment in completing recurring assignments.

Experience

• Typically requires a minimum of 3+ years of related 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
• 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.

For states that mandate pay transparency disclosure language, please use the following statement:

In adherence to relevant pay transparency legislation and regulations, we endeavor to offer clarity regarding our compensation methodology for this position. While specific pay ranges are presently under review to ensure alignment with competitive market standards, we will furnish this information upon finalization.

At our organization, individual compensation structures are established through a consistent and equitable process, taking into account various pertinent factors. These factors encompass geographic location, job-specific competencies, educational attainment, professional certifications, and pertinent experience. This structured approach enables us to align our total rewards package competitively with each employee's qualifications, duties, and contributions to our collective success.

An employee's comprehensive compensation package comprises diverse components, such as base salary, performance-linked bonuses or commissions, long-term incentives like equity grants, and an extensive benefits portfolio. Should you advance as a finalist candidate, you will have the opportunity to explore our overarching compensation philosophy, practices, and how your unique background informs an appropriate compensation proposition.

Our commitment lies in fostering a fair, impartial, and transparent compensation framework throughout our workforce. All compensation determinations are aimed at justly acknowledging and rewarding the value, qualifications, and significant contributions that our employees bring to their roles and to the company's achievements. We welcome your inquiries about our principles of pay equity, accompanying analyses, and associated procedures throughout the recruitment process.

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