Enrollment Specialist - Bilingual Spanish and English

Job Details

Job Location

Office - Scottsdale, AZ

Remote Type

Fully Remote

Description

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: Direct and aide in contractor onboarding projects for new and existing clients with the intent to meet/exceed company goals for initial contractor consumption (new clients) and full consumption (new and existing).

General Summary: Enrollment Specialists are tasked with ensuring contractors move through the enrollment process for new implementations and existing client request projects in accordance with the timeline goals that have been defined for those projects. Tasks include calling/emailing contractors about their enrollment status, guiding contractors with live support, reporting project updates internally (Openforce) and externally (client) and potential third-party vendor coordination. Full contractor consumption for a client is a critical goal for Openforce and the importance of the Enrollment Specialist role is vital to meeting that goal.

Qualifications

Job Duties: The Openforce Enrollment Specialist strives to accomplish the following:

• Perform all actions to keep enrollment instances moving forward, reducing overall enrollment duration
• Proactively contacts contractors, advises of enrollment status, offers assistance
• Handle Client inquiries in accordance with guidelines for service and quality
• Route calls to appropriate resource
• Place follow up calls where necessary
• Perform data compilation, analysis and provide regularly scheduled project updates both internally and externally
• Coordinate with critical partners to resolve client requests
• Other Openforce departments
• Third-party vendors
• Provide training and support to end users on all related systems and applications
• Responsible for group on-boarding events to ensure targeted contractor groups are efficiently on boarded with all information
• Manage and resolve Client complaints; escalate to Client Services when necessary
• Identify and escalate priority issues
• Document all call information according to standard operating procedure
• Review current processes and contribute to internal process improvement and implementation
• Perform other job-related duties as assigned
• Ensure Client stays in compliance with their contractors documentation
  

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

• High school diploma OR GED equivalent
• Have two years of customer service experience
• Bilingual in Spanish and English
• Possess expected working knowledge of a PC (internet browser, remote desktop access, etc.)
• Be proficient in MS Office applications (e.g., Outlook, Word, Excel)
• Knowledge of customer service principles and practices
• Knowledge of administration and clerical processes
• 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 Team Lead of Implementation and Professional Services.

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

• Remote, Work from Home
• Continued training and career development
• Full Benefits Package including: Medical, dental, vision and 401k
• Vacation and Holiday Pay
  
  

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.