Client Services Representative II

Job Description: Client Services Representative II 

Making your next move count  

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this SaaS (Software as a Service) and services company. Teamwork and transparent communication are the hallmarks 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. Once a start-up, Openforce has matured into a professional organization that delivers high-quality, innovative technology and service solutions to customers. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.  

Job Purpose: Client Services Representatives partners with and ensures the long-term success of Openforce Clients by addressing client needs via phone, and email. 

General Summary: This role ensures our clients have a seamless experience with our platform by providing proactive support, troubleshooting issues, and advocating for client needs. The Client Services Representative will build relationships, resolve roadblocks, and collaborate with internal teams to deliver solutions that enhance the client experience. 

Job Duties:  

• Build and maintain relationships with client stakeholders; communicate effectively with clients via phone, email, and chat, including de-escalation if needed 

• Manage client contacts and profile data in internal systems, ensuring accuracy and completeness 

• Support clients with vendor enrollment and onboarding efforts 

• Walk clients through troubleshooting and system functionality to support their needs; provide system testing and internal troubleshooting as needed to support system updates 

• Provide input into Knowledge Base materials and department processes to improve client self-service options 

• Intake system issues, create Jira tickets, escalate concerns promptly, and provide consistent follow-up until resolution 

• Collaborate cross-functionally to solve client issues and improve product functionality 

• Identify and analyze client feedback and support trends to recommend process improvements 

• Proactively engage with clients to ensure product adoption and identify opportunities to enhance their experience 

• Special projects to support the company mission, product development, and/or clients as needed