Client Delivery Operations Specialist

Join Broadleaf Results, an Aleron company. Aleron is a global workforce and business solutions company that builds relationships and empowers the workplace. Since 1957, we've been at the forefront of the workforce industry. Our renowned portfolio of companies, including Acara Solutions, Acara Solutions India, Broadleaf Results, Lume Strategies, TalentRise, and Viaduct, delivers tailored talent solutions, workforce management, IT services, and more to meet the ever-evolving needs of our clients. We transform the workplace for people and businesses around the world.

At Broadleaf Results, our people are our greatest asset. With over 60 years of experience in workforce solutions, we create an environment where employees thrive, grow, and succeed with the tools, training, and mentorship they need.

Job Summary:

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.

What Broadleaf has to offer:

• Full benefits package that includes health insurance, health savings account, dental insurance, disability insurance, life insurance, vision insurance, and 401(k)
• PTO, plus 10 paid holidays
• *Pay: $20.00/hr.
• Hybrid work options available; must be able to work EST or CST hours

Essential Duties and Responsibilities:

• Process invoicing for MSP Clients, including timesheets, expenses, and bonuses, following predefined processes and schedules.
• Receive, review, and resolve Zendesk (a software that manages 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 Zendesk 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 inquirers.
• 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 on the company and our clients.

Qualifications and Skills:

Required:

• Associate degree or one 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.

Preferred:

• Prior MSP support or staffing industry experience.
• Previous knowledge or experience with SAP is a plus.
• Prior experience and usage of Teams.

Physical Demands, Work Environment, and Travel:

• This role operates in a modern, hybrid work environment, utilizing technology such as laptops, video conferencing tools, cloud-based applications, and collaborative platforms. Flexibility for remote work is supported, while in-office settings may still involve the use of standard office equipment like computers, telephones, and printers.
• The physical demands described here are representative of those required for an employee to successfully perform the essential functions of this job. While carrying out job duties, the employee must regularly be able to speak clearly and hear effectively to communicate with others. The role also frequently requires standing, walking, using hands for fine motor tasks, and reaching with arms.

Additional Information:

• This job description is subject to change and may be adjusted to meet the company’s needs.
• Upon receiving an offer of employment, candidates will be required to undergo a background check and drug screening. Depending on the role, additional industry-specific skills testing may also be necessary prior to placement.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

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.

* The compensation range provided represents our good faith representation of the high and low pay range for this position.