CLIENT RELATIONS SPECIALIST

Noida, Uttar Pradesh, India
Full Time
Mid Level

Position Summary

The Client Relations Specialist (CRS) manages a boutique to mid-size book of client service centric businesses with templated HR needs. The CRS is responsible for being an advocate for the clients, as well as the internal departments, from the time of completion of the client onboarding through the maintenance and retention process, as well as utilizing the tools provided to increase adoption rates of products and services and increase client retention rates.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following

• Responsible for acting as a liaison between client and internal operations to ensure a positive working relationship with assigned book of clients

• Run point on following client retention processes to retain at risk relationships

• Work with internal teams, client, and agent to achieve a high rate of client retention

• User set-up and training of our client facing web-based payroll and custom reporting software

• Work proactively to facilitate solutions as challenges present themselves

• Maintain open communication regarding clients with the necessary internal teams

• Assist in the tracking and completion of team projects and initiatives

• Review weekly reports to assist with client retention efforts

• Review monthly reports to analyze trends

Track client repricing requests to ensure timely responses

• Analyze data and review procedures and policies to determine answers to clients’ questions

• File and maintain client records

• Coordinate the resolution of client issues

• Perform administrative support tasks, as needed, by the Client Relations team

• Process and prepare memos, correspondence, or other documents

• Schedule appointments and maintain and update appointment calendars

• Act as support for their respective region when team members are traveling

• Oversees the operational structural needs of the client to ensure data integrity

• Nurture relationships with business owners, client company contacts, marketing agents and internal staff and departments

• Escalate and resolve areas of concern, as raised by clients or internal departments

• Monitor company performance against service level agreements and flag potential issues

• Interact with clients to gain knowledge of their business model and drivers, HR practices, goals, and objectives

• Assist with the execution of the service plans by evaluating progress of activities and service requests

• Collaborate with internal departments to ensure seamless delivery of services to clients. Gather and distribute voice of customer feedback to appropriate internal departments

• Build cross-functional partnerships to address issues and manage escalations. Leverage internal relationships to identify opportunities, trends, and process improvements

• Successfully manage client expectations in a fast-paced environment

• Introduce and drive adoption of new products and services to client

• Assist in announcing to clients, changes in compliance using various communication formats

• Act as part of a team to continually develop and create improved processes and procedures

• Performing annual deliverables client reviews

• Responsible for providing online HR guidance and templated HR deliverables, such as handbooks, wage and hour, job descriptions, learning management and other federal and state mandates

• Travel (local and long distance) may be required to meet with clients face to face or meet via telephone on a scheduled basis, as determined by size of client, to ensure they are receiving great service and are taking advantage of and utilizing products and services offered.

 

Knowledge, Skills, and Abilities

• Able to efficiently organize work activities to meet daily and weekly deadlines to meet/exceed expected sales goals

• Practice excellent communication (verbal and written) skills

• Strong organizational skills: Must be able to demonstrate time management skills, and can prioritize and identify critical tasks along with problem-solving skills

• Able to juggle return calls and emails quickly and efficiently

• Detail oriented

• Be self-motivated, but able to also work alongside a team

• Customer service driven and able to get along and develop relationships with an array of clients in different industries and with varying personality types

• Must be driven, hard-working and personable

• Critical thinking skills and a high level of emotional intelligence required

• General working knowledge of Microsoft Office if preferred

 

Education & Experience

• High School graduate or equivalent required

• 4-year college degree or equivalent work experience preferred

• 2-3 years of experience in a professional office environment. Previous experience in account management, a call center, PEO, payroll, taxes, benefits, human resources, or equivalent is a bonus

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners.

Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

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