Associate Customer Success Consultant in Cleveland at CBIZ

Date Posted: 11/15/2022

Job Snapshot

Job Description

With over 100 offices and nearly 6,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level tax compliance, consulting and co-sourcing services to Private Equity firms of all sizes, by providing national-caliber expertise combined with highly personalized service.

CBIZ has been honored to be the recipient of several national recognitions:

  • Top 101 2021 Best and Brightest Companies to Work For in the Nation
  • 2022 Top Workplaces USA
  • 2021 America's Best Mid-Size Employers
  • 2021 Best and Brightest Companies in Wellness
  • 2022 Great Place to Work Certification

Objective:  The Associate Consultant will serve in a customer-oriented role supporting the user base of the Practice Management Office (PMO) solutions including but not limited to: the time and billing system, scheduling system, account planning system, client in-take, payment portal and ‘The Playbook’ management reporting system.  

Job Description:

  • Serve as the PMO’s primary customer service contact.
  • Work with professionals in offices on troubleshooting issues, coordinating with appropriate PMO team members and escalation to vendors as appropriate.
  • Assist in performing uploads of bulk data to the systems, maintenance of data and lead quarterly reporting on data clean-up for the offices.
  • Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
  • Provide continuous status information to ensure customer satisfaction.
  • Initiate customer contact, escalate to appropriate parties and resolve incidents.
  • Respond to incoming service requests and are responsible for resolving and coordinating between teams to troubleshoot and diagnose all technical issues.
  • Provide communication to managers and engineers regarding open tickets.
  • Be a national contact for the local offices in assisting with resolution of issues related to the time and billing system. 
  • Additional responsibilities as assigned.

Essential Skills:

  • Excellent attention to detail
  • Ability to work to pre-determined targets and timescales
  • Excellent interpersonal and communication skills & confidence in speaking to customers
  • Works independently and demonstrates strong sense of ownership and initiative
  • Experienced in providing professional and courteous customer service
  • Good problem-solving and critical-thinking skills
  • Exceptional project management skills are essential
  • Ability to build relationships with personnel in all levels of the organization
  • Works well within a team
  • Able to identify new opportunities to utilize technology to reduce costs and streamline processes

Qualifications:

  • Bachelors Degree in IT, Accounting or Business or 1-3 years of experience preferably in the professional services industry 
  • Working knowledge of the public accounting or a professional services firm is desirable
  • Help Desk ticketing system experience is preferred

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

REASONABLE ACCOMMODATION

If you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll free) or send an email to accom@cbiz.com.

EQUAL OPPORTUNITY EMPLOYER

CBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant’s race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pages EEO is the Law and EEO is the Law Supplement.

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