IC Experience Specialist

Job Description: IC Experience Specialist

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 hallmark 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 and with a distinct ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.

Job Purpose: Guide contractors through the onboarding/enrollment process for new and existing client implementations, meeting timeline and consumption goals, while also serving as a front-line resource for contractor and client support inquiries. The balance of onboarding versus support work will shift based on business needs, with onboarding as the primary focus of the role.

General Summary: The IC Experience Specialist ensures contractors move efficiently through enrollment for new implementations and existing client projects, in accordance with defined project timelines, while also handling inbound and outbound contractor and client inquiries across phone, chat, and email based on business needs. This role combines proactive enrollment outreach and live support with day-to-day contractor experience support, reporting project updates internally (Openforce) and externally (client), and coordinating with third-party vendors when needed. Full contractor consumption for a client, alongside high-quality, responsive support, are both critical goals for Openforce, and this role is central to achieving them.

Job Duties: The IC Experience Specialist strives to accomplish the following:

· Build and maintain business relationships with clients and contractors by providing prompt, accurate service that promotes loyalty

· Provide customers with clear, easily understood answers to product and service questions based on their situation

· Handle inbound and outbound inquiries via phone, chat, and email, based on business needs, meeting department guidelines for service quality, phone availability, and call quality metrics

· Proactively contact contractors to advise of enrollment status and offer assistance

· Proactively communicate case status, roadblocks, and priority issues to the Team Lead and teammates; participate in team huddles/check-ins to share updates and best practices

· Manage and resolve complaints; escalate to Management/Client Services when necessary

· Identify and escalate priority issues by asking probing questions and using knowledge base software

· Provide training and support to end users and less experienced reps; operate as Subject Matter Expert (SME) for assigned programs or systems

· Keep enrollment instances and group onboarding events moving forward efficiently, ensuring contractor groups have all necessary information

· Provide software technical support

· Coordinate with critical partners — other Openforce departments and third-party vendors — to resolve client requests

· Document all call and case information according to standard operating procedure

· Perform data compilation and analysis, provide regularly scheduled project updates, and contribute to internal process improvement

· Perform other job-related duties as assigned

Key Competencies and Skills:

· Communication (written and verbal) – Strives to speak and write clearly and succinctly in a variety of settings; can get messages across that have the desired effect. Strives for closed loop communication by proactively anticipating “the next question”.

· Listening – Practices attentive and active listening; has the patience to hear people out and can accurately re-state the opinion of others.

· Problem analysis and problem solving – Takes time to properly define the problem and demonstrates patience. Looks beyond the obvious and doesn’t stop at the first answer. Asks others for input.

· Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers.

· Quality Focus – This means having a high level of commitment to not only doing your job but doing it well. Knowing all the ins and outs of our products/services, down to the last detail, means you’ll be able to provide your customers with the most comprehensive and efficient solutions possible.

· Fostering Teamwork – As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together.

· Accountability – Complete the tasks assigned, perform the duties required by the position and be present for proper shifts in order to fulfill or further the goals of the organization.

· Results Focus & Initiative - Focuses on results and desired outcomes and how best to achieve them. Gets the job done.

Education and Other Requirements:

· Have a High school diploma OR GED equivalent

· Excellent verbal and written communication skills with a professional, confident phone presence — this role is the voice of Openforce for contractors, clients, and internal teams

· Have a minimum of two years of customer service experience, including at least one year in a call center environment

· Possess expected working knowledge of a PC (internet browser, remote desktop access, videotelephony software, etc.)

· Be proficient in MS Office applications (e.g., Outlook, Word, Excel)

· Have knowledge of customer service principles and practices

· Have knowledge of administration and clerical processes

· Spanish speaking is a plus, but not required

· Maintain a regular and dependable work attendance record with few instances of unplanned and/or unexpected absence

This is a non-exempt/hourly position that reports to the Contact Center Team Lead.

This is a remote-based position, with the ability/requirement to work on-site for occasional events (e.g., group onboarding events) or other business needs.

During busy periods, the employer may require employees to work extended hours. Overtime is considered a condition of employment, and refusal to accept it when reasonable notice has been given is cause for discipline, up to and including termination.

The Perks

· Continued training and career development

· Full Benefits Package including: Medical, dental, vision and 401k

· Vacation and Holiday Pay

· Casual dress code and Work from home opportunities

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.