Director, Client Services HRSmart
THIS JOB HAS EXPIRED Job Type Full Time
Responsible for providing post-implementation customer service to clients, and acting as a liaison between customers and HRsmart. Resolves status, production, delivery and billing inquiries. Reviews escalation claims. Processes customer concerns and complaints. Expedites service and repairs. Provides special pricing for non-standard items.
Supervises, coaches, and leads team of customer service representatives. Directs efficiency and quality efforts of staff and provides training and coaching support. Ensures adherence to departmental and/or call/service center policies, procedures, and practices. Creates and maintains a positive, respectful work environment for team.
Primary Job Responsibilities are as follows:
Applying proven client support techniques, methods and tools, coordinate multiple accounts of medium to high scale; including developing project life cycles and client processes and procedures
Track, report and communicate trends in: issues, customizations, action items and key business milestones for the client service department.
Facilitate client service team in the verification of scope, business, technical, and customization requirements documentation as needed.
Creates metric reports for executive team.
Coordinate escalation development with development teams.
Provide guidance to support team members on roles and responsibilities.
Assist in defining and mapping new processes and in facilitating the continuous improvement of existing processes.
Facilitate meetings and establish all paper flow and document control.
Perform other duties as assigned.
Work is held in a typical fast-paced, office environment. This position requires the ability to multi-task and tolerates changes in priorities. This position requires the ability to use hands to operate office equipment, such as a computer and a telephone. This position requires ability to see, speak and hear. Ability to stand, sit, stoop and move from location to location is required. May be required to sit at a computer terminal for long periods of time. This position requires the ability to lift and/or move items up to five (5) pounds.
Required Knowledge and Skills:
3-5 years experience in a client service / client facing role.
Excellent written and verbal communication; experience in conflict management and negotiation.
Demonstrated hands-on experience and good working knowledge of software development, testing, change management and project management skills.
Demonstrated ability to document and resolve issues.
Knowledge of Human Resource Processes and Policies (OFCCP, HRIS, etc.)
Must be available from 7am to 7pm (Shifts can vary), and for after hours support periodically on nights and weekends.
Expert skills in conflict resolution?
Desired Knowledge and Skills:
Ability to work in a demanding and rapidly changing environment.
Commitment in being pro active and being a problem solver for the clients
Web-based front-end (customer facing) project experience.
2-5 years of project management experience.
Experience Required or Educational Equivalent:
2-5 years in a true client support management role.
Two (2) or more years working with web-based software applications.
Experience with Microsoft office.
Two (2) or more years experience in an HR role.
2-5 years of experience working with internal ticketing systems.
Experience with group facilitation
Experience with MS Project, PHP, MySQL, CSS, HTML
Training, Certification and/or Educational Requirements:
Bachelor's Degree - Business Administration or equivalent experience
Education Bachelor's Degree
||2929 North Central Expressway |
Richardson, TX 75080
THIS JOB HAS EXPIRED