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Client Services, Executive Escalations Specialist


Berkeley Heights, NJ

Client Services, Executive Escalations Specialist

The Escalation Manager is a critical customer service role within Support organization, working internally R&D, Services, Sales and Support, as well as externally with Customers to coordinate and drive the resolution of critical technical issues, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management.
Serve as escalation point of contact for all ELT member client questions/concerns and drive resolution toward results that exceed the client’s expectations

Acting on initial ELT communication (email or client call) will research and resolve client concerns

Work as an integral part of the Client Service team, contributing to the department’s ability to consistently meet and exceed performance goals

Develop and maintain a prioritized Issue List and Action Plan to drive resolution to critical escalations

Manage client escalation projects assigned by Supervisors within a timely manner

Coordinate resources throughout Support organization to address the Action Plan for assigned team escalations

Work directly with Compliance and Tech Support teams to complete escalated projects, as needed

Track’s escalations/complaints directed to ELT members to provide status and monthly reporting on EET cases

Provides recommendations to management designed to reduce the number of escalation/complaint cases

Assist Team Supervisors and Trainer with examples of training opportunities per projects handled

Educate and promote best practices for leveraging internal support tools for Client Service Representatives

Provide management with a weekly/monthly report of ongoing and closed cases

Identify, troubleshoot and/or escalate data or program specified issues to appropriate level of management

Assist with and manage ongoing projects (both internal and external)

Responsible for delivering excellent client experience by consistently providing accurate, reliable and timely responses

Act as a backup to fellow team members that may not be available

Setup and manage online reports, web uploads and quarterly reports

Performs other duties as assigned

Key Responsibilities:
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.

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