Client Experience Specialist at Bankers Financial Corp – St. Petersburg, Florida

DecisionHR is a Professional Employer Organization (PEO) located in St Petersburg, FL. Since our inception in 1996, we have empowered our clients with industry-leading human resource solutions they need to drive their business. We assist our clients in the areas of payroll, worker’s compensation, human resources, and benefits. We remove the administrative burden of running their business and allow our clients to focus on their revenue-producing activities. Our goal is to deliver customizable, practical workforce solutions that increase profits, reduce costs and liability, and attract, develop, and retain long-term employees.

Company Value Statements

In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

• Acting with the highest level of honesty, trust, character and transparency.
• Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.
• Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.
• Approaching every challenge with creative energy, discovering unique solutions to maximize success; focus on creating and delivering compelling customer value.
• Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.

Summary/Objective

The Client Experience Specialist I is a hands-on representative and primary contact for our clients and their employees.

Essential Functions

• Serves as the primary point of contact for an assigned book of business of clients.
• Evaluates and analyzes client and employee requests quickly, assess the best resource and/or appropriate resolution, communicating the resolution in a timely manner.
• Proactively escalates issues on the client’s behalf to ensure customer satisfaction. Follows through on all client referrals to internal department resources to ensure a timely response.
• Tracks and records client interaction in Salesforce.
• Maintains current knowledge of organization policies and procedures.
• Provides excellent customer service to client and employee while maintaining confidentially.
• Provides employment-related data and prepares required reports for clients in a timely manner.
• Perform effectively at a sustained pace and produce quality work for internal and external customers.
• Present to clients via webinar or onsite demos of HRIS systems and/or training.

Required Education and Experience

• High School diploma or equivalent
• 1 – 2 years of experience in customer service or account management.
• Experience working with computer systems and Microsoft Office products.
• Must have excellent customer service skills.
• Excellent verbal/written communication and strong interpersonal skills.
• Ability to adapt to a fast-paced environment with changing priorities.
• Experience working with confidential information.

Preferred Education and Experience

• Bachelor's or associate degree in Human Resources or closely related field.
• Experience with HRIS systems and Salesforce preferred.
• Previous experience with a Professional Employer Organization (PEO) preferred.
• Moderate proficiency using Microsoft Office products.

The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.