Under supervisory direction, serve as single point of contact to provide administrative support to Premier clients, consultants and employees in order to resolve issues and/or questions on various administrative activities.  Partner closely with Field offices and internal departments to provide superior customer service ensuring consultant and client retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as a single point of contact to investigate, resolve and respond to Tier I and II questions or issues for Firm’s Premier partners including clients, consultants, employees and vendors. Develop ongoing relationships with partners.
• Gather partner’s concerns, identify and resolve customer inquiries, educate the partner on steps to avoid callback on the same issue, and document interactions.  Report escalated issues to management.
• Provide quality service, meeting customers’ expectations, in a variety of support and consultant care activities. Effectively communicate issues, resolutions, statuses and workarounds.
• Facilitate and maintain partner access to various Kforce and third party information systems.
• Transfer or consult Tier III cases to the appropriate back office or field representative to handle and monitor delegated customer service issues to ensure timely and accurate resolution.
• Partner with internal departments to resolve complex customer service inquires. Maintain awareness and notify management of other departments’ systems and process changes.
• Track, trend and deliver Premier partner reporting related to type and volume of inquires and/or issues in order to proactively assess and resolve ongoing issues. Escalate to Client Services and Revenue Generators.
• Resolve issues, balancing between partner needs and Firm policies, in the best interest of both.
• Identify, develop and recommend best practices and procedures.
• Follow Service Level Agreements, established processes and policies to include approval validation.
• Assist with special projects such as process improvements and technical upgrades.

SUPERVISORY RESPONSIBILITIES:

• None required.

KEY SUCCESS INDICATORS/ATTRIBUTES:

• Ability to prioritize and multi-task in a fast paced, changing environment.
• Demonstrate excellent organizational skills and be detail oriented.
• Ability to self-motivate and self-direct, achieve set goals and deadlines.
• Ability to analyze and problem solve.
• Demonstrate exceptional customer service skills.
• Demonstrate excellent communication and interpersonal skills.
• Proficient handling difficult situations and human relations issues with professionalism and respect.
• Ability to maintain professionalism when interacting with internal and external customers.
• Proficient personal computer skills with MS Office (Word, Excel, Power Point, Outlook).
• Commitment and adherence to Firm Core Values.

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