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Client Services, ACA/HCM

Berkeley Heights, NJ

Client Services, ACA/HCM

Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Work as an integral part of the Client Service team, contributing to the department’s ability to consistently meet and exceed performance goals (including first call resolution and time to close service cases)

Identify and troubleshoot issues for clients in a timely manner (or escalate to the appropriate level of management)

Problem solves client issues by leveraging knowledge, resources, qualitative and quantitate information

Able to be available on a consistent basis, manage workload to maintain availability

Focus on the timely and successful delivery of solutions - according to client needs and objectives meet SLAs and key internal client service metrics including availability, outbound adherence, first call resolution, escalations, client retention, etc. as monitored by Leadership Team

Responsible for delivering excellent client experience by consistently offering accurate, reliable and timely answers

Communicate with clients over the phone and/or email; evaluate their needs and specifications

Provide professional and appropriate internal/external communication as well as progress updates to all stakeholders

Serve as an escalation point of contact for client questions/concerns and drive resolution toward a result that exceeds the client’s expectations

Act as a backup to fellow team members that may not be available (Note: dedicated CSRs should be expected to be in queue less often than non-dedicated reps)

Setup and manage online reports, web uploads, and quarterly reports

Assist and manage ongoing projects (both internal and external)

Who we are Looking for:
Why Us

At Viventium, you don’t work, you build. We enable companies and their employees to do their best work. We know that employees want to thrive and employers want to do what is right. The human element of HCM is what we create through our technology, service and sales. HCM is a mindset, not a catch phrase, and it certainly is not a spectator sport! We promise a career changing experience where you matter. We believe that our future is dependent on the talent we recruit, develop, unleash, and retain. We believe that our client’s success is the only thing we care about. If we can be strategic to our clients then their success will ensure ours.
About Us

Our company motto “in it with you” represents our philosophy on what it means to be a company that addresses the Human Capital Management (HCM) needs of small and midsized businesses. Being “in it with you” means we impact HCM in a way that is meaningful and drives business outcomes. We believe that while the SMB market has similar business challenges, there is also a uniqueness that often demands customization.

Driving our passion to address these needs is our cutting edge cloud-based software. We choose to have one platform that is scalable and dynamic. Coupled with our intuitive software is our up-skilled client services team that exists to ensure a positive experience with every call. It is the reason our clients are loyal and promote Viventium. We believe that the SMB market deserves the best in each functional area of business management surrounding managing employees. We partner and integrate with the best and most innovative companies to service need outside of the core payroll and HR functions.

Viventium Software is a privately held company with locations in New York and New Jersey. We have been in business for over 25 years and have nearly 5,000 clients.

Flexible Software Anyone Can Use