[Hiring] Vendor Enrollment & Experience Specialist @Openforce

Role Description

The Vendor Enrollment & Experience Specialist ensures contractors move efficiently through enrollment for new implementations and existing client projects, in accordance with defined project timelines, while also handling inbound and outbound contractor and client inquiries across phone, chat, and email based on business needs. This role combines proactive enrollment outreach and live support with day-to-day contractor experience support, reporting project updates internally (Openforce) and externally (client), and coordinating with third-party vendors when needed. Full contractor consumption for a client, alongside high-quality, responsive support, are both critical goals for Openforce, and this role is central to achieving them.

The Vendor Enrollment & Experience Specialist strives to accomplish the following:

• Build and maintain business relationships with clients and contractors by providing prompt, accurate service that promotes loyalty.
• Provide customers with clear, easily understood answers to product and service questions based on their situation.
• Handle inbound and outbound inquiries via phone, chat, and email, based on business needs, meeting department guidelines for service quality, phone availability, and call quality metrics.
• Proactively contact contractors to advise of enrollment status and offer assistance.
• Proactively communicate case status, roadblocks, and priority issues to the Team Lead and teammates; participate in team huddles/check-ins to share updates and best practices.
• Manage and resolve complaints; escalate to Management/Client Services when necessary.
• Identify and escalate priority issues by asking probing questions and using knowledge base software.
• Provide training and support to end users and less experienced reps; operate as Subject Matter Expert (SME) for assigned programs or systems.
• Keep enrollment instances and group onboarding events moving forward efficiently, ensuring contractor groups have all necessary information.
• Provide software technical support.
• Coordinate with critical partners — other Openforce departments and third-party vendors — to resolve client requests.
• Document all call and case information according to standard operating procedure.
• Perform data compilation and analysis, provide regularly scheduled project updates, and contribute to internal process improvement.
• Perform other job-related duties as assigned.

Qualifications

• 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.
• 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.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers.
• Quality Focus – High level of commitment to doing the job well.
• Fostering Teamwork – Ability and desire to work cooperatively with others on a team.
• Accountability – Complete the tasks assigned and perform the duties required by the position.
• Results Focus & Initiative - Focuses on results and desired outcomes and how best to achieve them.

Requirements

• Have a High school diploma OR GED equivalent.
• Excellent verbal and written communication skills with a professional, confident phone presence.
• Have a minimum of two years of customer service experience, including at least one year in a call center environment.
• Possess expected working knowledge of a PC (internet browser, remote desktop access, videotelephony software, etc.).
• Be proficient in MS Office applications (e.g., Outlook, Word, Excel).
• Have knowledge of customer service principles and practices.
• Have knowledge of administration and clerical processes.
• Spanish speaking is a plus, but not required.
• Maintain a regular and dependable work attendance record with few instances of unplanned and/or unexpected absence.

Benefits

• Continued training and career development.
• Full Benefits Package including: Medical, dental, vision and 401k.
• Vacation and Holiday Pay.
• Casual dress code and Work from home opportunities.