Client Advocate II

For over 25 years, G&A Partners has been helping entrepreneurs grow their businesses, take better care of their employees, and enjoy a higher quality of life by providing proven HR solutions and technology. A growing, Houston-based professional services firm, G&A Partners is currently seeking a Client Advocate to join its team at the G&A satellite office located in Joplin, MO.

A competitive compensation and benefits package is available to include health benefits and 401(k), recognition awards and bonuses and the opportunity to work for a highly respected and award-winning company.

Summary

A Client Advocate serves as a member of a team responsible for managing and monitoring the overall client relationship and their satisfaction with G&A’s products and services, as well as maintaining revenue from client renewals, and ensuring retention. The role assesses and anticipates the business needs of the client and works with G&A teams internally to ensure the design, implementation, and servicing of integrated solutions.

A Client Advocate can act as the initial point of intake of any client need or concern up to the highest point of escalation on any client matter. In all situations, the Client Advocate will assess the next steps and may resolve and/or engage with other G&A team members and see needs and concerns through to resolution. The individual will work collaboratively with the sales, services, and operations teams to deliver excellent service in all interactions;

identify when service falls short of client expectations; and evaluate and report on the root cause. The Client Advocate will oversee client rescue plans as needed. The ideal candidate should have a background in core business competencies and best practices to be able to identify and advise clients on strategic solutions within G&A’s services and products. The candidate must have excellent communication and interpersonal skills, as well as excellent project management, analytical and problem-solving skills.

• Manages the client experience to meet and exceed client expectations.
• Achieves client retention targets for the Shared Services book of business.
• Responds timely to client calls and emails; helps cover the general client service phone and chat lines and case queue on a rotating basis.
• Responsible for active relationship management. Acts as a liaison and advocate for the client to G&A service teams.
• Functions as a subject matter expert in the client experience at G&A.
• Identifies services not being used by clients and educates them on the options.
• Ensures appropriate resolution of client requests and issues by resolving independently when appropriate and/or by engaging relevant internal stakeholders including other members of the Client Advocate team.
• Monitors client issues to identify client experiences that are not meeting or exceeding the client expectations and deliver recovery plans where appropriate.
• Serves as the initial escalation point for client concerns and follows outstanding concerns through to resolution.
• Monitors cases related to assigned clients, including those not originated by client advocate, to identify needs to address systemic or recurring issues and opportunities for proactive client outreach. Gives priority attention to monitoring new clients, clients with new client contacts, and at-risk clients.
• Reports client feedback to all key stakeholders and delivers analytics on client engagement activities.
• Manages and documents client activities in a customer relationship management system.
• Maintains Client Details and Client Contacts in Client Space
• Responsible for first line responses to client NPS surveys and the management of related issues by assigning to appropriate service area and following through to completion.
• Actively engages in the NPS process to drive client satisfaction.
• Reaches out annually to and solicit feedback from key client stakeholders to ensure G&A is delivering on expectations and driving the service strategy.
• In partnership with the Client Onboarding team, meets with new PEO & ASO clients to develop a transition plan.
• Conducts other client outreach as needed.
• Stays current on HR, payroll, benefits, etc.…