Client Operations Specialist

  • ID: 541087
  • Posted: 7/9/2024
  • Location: Williamsville, NY
  • Category: Pro - Professional
  • Job Type: Direct Placement
  • Duration: Direct Placeme


Broadleaf Results has an exciting opportunity for a Client Delivery Operations Specialist in Williamsville, NY! This is a full-time opportunity that comes with benefits and the opportunity to work on a dedicated and communicative team!

What Broadleaf has to offer:
  • Benefits package that includes health insurance, health savings account, dental insurance, disability insurance, life insurance, vision insurance, and 401K
  • PTO and paid holidays
  • Flexible, hybrid work options available
  • Pay: $20.00/hr

Join Our Dynamic MSP Environment as a Client Operations Specialist
Are you ready to embark on an exciting journey within our innovative Managed Service Provider (MSP) ecosystem? At Broadleaf Results, an Aleron company, we're not just offering a job; we're presenting you with a unique career opportunity that can evolve within our vibrant MSP community. 
Position Overview: Elevate Customer Experiences 
We're in search of an individual with an enthusiasm for growth and development and strong attention to detail to join our team as a Client Operations Specialist. In this role, you'll be at the heart of ensuring the seamless flow of our Managed Service Provider (MSP) support, with a strong emphasis on customer-centric engagement. Your strong customer service and efficient communication skills, both written and verbal, will be pivotal to our success and your tools to not only address inquiries and provide support. If you're someone who thrives on delivering excellence and is armed with a passion for exceeding client expectations, you're exactly who we're looking for.

Essential Duties and Responsibilities:
  • Process invoicing for MSP Clients, including timesheets, expenses, and bonuses, following predefined processes and schedules.
  • Review, assign, and resolve ServiceNow (a software that manage client interactions and service requests, improving customer satisfaction, and ensuring timely issue resolution) Cases, redirecting cases to the responsible parties for prompt resolution.
  • Answer incoming phone inquiries and requests from the support center phone line, creating ServiceNow cases and taking notes to resolve caller requests.
  • Assist with timesheet and expense creation, corrections, and error resolution within the Vendor Management System (VMS).
  • Handle Work Order modifications, ensuring accurate data entry to maintain system integrity with the VMS.
  • Assist with VMS login issues, troubleshoot, and facilitate password resets.
  • Investigate billing and payment inquiries, collaborate with internal teams, and provide clear summaries of findings to inquiriers.
  • Develop an understanding of internal systems, such as SAP, to identify and resolve issues.
  • Generate and manipulate reports to support case resolution.
  • Multitask efficiently using multiple programs and screens to promptly address incoming calls, cases, and requests.
  • Prioritize daily and weekly workloads and collaborate with team members on larger projects.
  • Perform additional tasks and responsibilities as required, while understanding the impact to the company and our clients. 
Job Requirements

Qualifications and Skills: 
  • Associate degree.
  • 1 year of experience in a fast-paced office environment.
  • Self-starter with strong interpersonal skills.
  • Excellent written and verbal communication skills, maintaining professional phone and email etiquette.
  • Strong attention to detail and exceptional organizational skills.
  • Available to work 8-hour shifts between 8 am and 6 pm.
  • 1 year of experience in MS Excel and Outlook.
  • Experience with Windows OS environment.
  • Prior MSP support or staffing industry experience.
  • Previous knowledge or experience with SAP is a plus.
  • Prior experience and usage of Teams.

Benefits Include: Health insurance, HSA, dental insurance; disability insurance; life Insurance; paid time off; and vision insurance, 401(k).
Additional Information: Upon offer of employment, candidate will be subject to a background check and a drug screen. Additional industry skill testing may be needed prior to placement.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct, and Aleron's strategic partner, SDI) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

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