Contractor Experience Advocate

Description

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. 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 ‘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 Independent Contractor (IC) Support Specialist is responsible for bilingual Tier 2 support to our Customer Service Representatives and will support the Triage & Support Lead with elevated inquiries from ICs. Remote duties include research of settlement and deduction questions, enrollment progress requests, and bilingual insurance opt out requests. The IC Solutions Client Support Specialist will be the primary contact across the Operations teams for any benefit vendor questions and will support external stakeholders such as ICs or clients with similar requests. Individuals in this role will advocate for ICs and partner with internal teams to promote Openforce as well as the benefits made available to ICs.

Responsibilities

• Addresses Tier 2 requests received through the Triage & Support Lead. Specializes in providing support to ICs while ensuring timely resolutions that are in line with Service Level Agreements (SLAs)
• Assists ICs with Verification of Employment requests, SSN and EIN validation needs, addresses background check questions, and leads efforts on 1099 correction needs in Spanish and English
• Supports the Customer Service Representatives with advanced settlement research and partners with the Accounting Team and the Settlement team on the execution of these requests. Examples include stop payment requests, trace numbers, debit pulls and same day requests for ACH, wire, and Blue Elite cards
• Serves as the escalation point of contact for insurance opt-out requests and partners with the insurance team and Client Support Specialists in determining whether the request can be accepted. Communicates with the IC on the request status throughout the process
• Responsible for workflow reviews and enrollment challenges reported by ICs. Will submit Jira ticket requests to the technical support team for assistance as needed and inform the IC of the status throughout the process
• Approves documents during IC enrollment progress and as part of initiatives that require additional support with document maintenance
• Provides Tier 2 Benefits support in partnership with the Marketing department related to knowledge and communication initiatives. Support organizational efforts to provide ICs with information
• Become a trusted advisor to ICs. Provide guidance on current service and product offerings virtually
• Demonstrates a strong ability to communicate with ICs, demonstrates de-escalation, and relationship management
• Contributes to organizational goals by meeting metrics defined by Client Support & Advocacy Manager
• Proactively provide feedback to management regarding process improvements and content gaps, providing feedback on changes required to method or procedures

Skills and Knowledge

• Effective communication and interpersonal skills; capable of maintaining strong relationships
• Strong organizational and multi-priority balance
• Excellent analytical and problem-solving abilities
• Documentation management and ability to use project management tools
• Attention to detail even under pressure
• Time management skills with the ability to meet deadlines
• Must have initiative

Qualifications

Experience and Education

• High School Diploma and three years of experience in a related field or associate degree in business or related field of study
• 2+ years of remote work
• 2+ years of call center experience
• Fluent in written and verbal communication in Spanish and English
• Comfortable using collaboration and CRM tools such as Teams, Atlassian, Zendesk, Monday.com
• Knowledge of customer service principles and practices

The Perks

• Continued training and career development
• Virtual, remote work from home with occasional office visits
• Full Benefits Package including medical, dental, vision and 401k
• Vacation and Holiday Pay

Job Type: Non-Exempt, Full Time
Salary: DOE
Travel: No
Passion, excellence, respect, accountability and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves.