Client Services Representative II

Openforce; Scottsdale (AZ); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Continued training

Career development

Medical benefits

Dental benefits

Vision benefits

401k participation

Vacation pay

Holiday pay

Job summary

Openforce in the United States is seeking a Client Services Representative II to ensure a seamless experience for our SaaS clients. You will communicate by phone, email, and chat, troubleshoot issues, and advocate for client needs to drive adoption and satisfaction.

You will collaborate with internal teams, manage client data, and participate in ongoing improvements to our knowledge base and processes. This is a full-time, on-site role in Scottsdale, AZ with competitive hourly pay.

Qualifications

• High School diploma or equivalent, required.
• 3+ years of client-facing or customer support in software/SaaS.
• Technical acumen and curiosity to diagnose issues.
• Strong communication and relationship-building skills.
• Experience with CRM, ticketing platforms, and customer service tools.

Responsibilities

• Build and maintain relationships with client stakeholders via phone, email, and chat.
• Manage client contacts and profile data in internal systems.
• Support clients with vendor enrollment and onboarding.
• Troubleshoot system functionality and support updates.
• Contribute to Knowledge Base and process improvements.
• Escalate issues via Jira and follow up until resolution.
• Collaborate cross-functionally to improve product functionality.
• Identify client feedback and trends to recommend changes.
• Engage with clients to drive product adoption and satisfaction.
• Participate in special projects for company goals.

Skills

Customer service

Communication skills

Technical aptitude

Education

High School diploma or equivalent

Tools

CRM systems

Ticketing platforms

Customer service tools

Job description

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, elevate 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

Qualifications

Education and Other Requirements:

• High School diploma or equivalent, required
• 3+ years of experience in a client-facing or customer support role within a software or SaaS company, highly preferred
• Technical acumen and curiosity with the ability to diagnose and resolve issues
• Proficient communication and relationship-building skills
• Experience with CRM systems, ticketing platforms, and customer service tools preferred

The Perks

• Continued training and career development
• Full Benefits Package including medical, dental, vision and 401k
• Vacation and Holiday Pay

Job Type: Non-Exempt, Full Time

Salary: Hourly, DOE

Travel: As Needed

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.