Client Experience Specialist

COMPANY VALUE STATEMENTS

Choose Your Attitude

Make Someone’s Day

Be Present

Have Fun

POSITION SUMMARY

The Client Experience Specialist I is a hands-on client service professional and primary point of contact for an assigned book of business of clients and their employees. This role is responsible for delivering exceptional, responsive service by evaluating client needs, coordinating solutions across internal teams, and ensuring satisfaction at every touchpoint.

ESSENTIAL FUNCTIONS

Client Service & Account Management

• Serve as the primary point of contact for an assigned book of business; build and maintain strong, service-oriented relationships with clients and their employees.
• Evaluate and analyze client and employee requests quickly; identify the best resource or resolution and communicate outcomes in a timely, professional manner.
• Provide employment-related data and prepare required reports for clients in a timely manner.
• Present to clients via webinar or on-site demos of HRIS systems and other technology tools; facilitate client training as needed.

Issue Resolution & Escalation

• Proactively escalate issues on the client’s behalf to ensure customer satisfaction; follow through on all client referrals to internal department resources to ensure timely resolution.
• Perform effectively at a sustained pace, producing quality work for both internal and external customers under competing priorities.

Documentation & Compliance

• Track and record all client interactions accurately in Salesforce.
• Maintain current knowledge of DecisionHR organizational policies, procedures, and service offerings.
• Provide excellent customer service while maintaining strict confidentiality of client and employee information.
• Follow company policies and procedures required to comply with applicable data privacy and confidentiality requirements, including but not limited to SOC controls and HIPAA Privacy and Security regulations.
• Other duties and responsibilities as assigned.

REQUIRED EDUCATION AND EXPERIENCE

• High School diploma or equivalent.
• 1–2 years of experience in customer service or account management.
• Experience working with computer systems and Microsoft Office products.
• Excellent customer service skills with strong verbal and written communication abilities.
• Strong interpersonal skills and ability to adapt to a fast-paced environment with changing priorities.
• Experience working with confidential information.

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s or Associate’s degree in Human Resources or a closely related field.
• Experience with HRIS systems and Salesforce preferred.
• Previous experience with a Professional Employer Organization (PEO) preferred.
• Moderate proficiency using Microsoft Office products.