Advanced Associate, Customer Service

Advanced Associate, Customer Service 

Location: Flexible/Hybrid 
Department: Client Services 
Reports To: Team Manager, Client Services 

About the Role 

We are looking for an Advanced Associate to help keep client testing programs running smoothly. This role partners with Program Managers, supports client and candidate issue resolution, manages work requests, and helps improve Client Services operations. 

This is a hands-on operations role for someone who enjoys solving problems, staying organized, and working across teams to keep client work moving. 

What You'll Do 

Client Program Support 

• Partner with Program Managers to support daily client program operations. 

• Complete client maintenance, configuration updates, and requested program changes. 

• Support launches, enhancements, special projects, deadlines, and deliverables. 

• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates. 

• Work with stakeholders to gather missing information, remove blockers, and keep requests moving. 

• Provide test event support few times in a year, max 5 weekends where working additional hours is needed.

• Maintain procedures, knowledge resources, and operational documentation. 

• Provide application and process guidance to Program Managers and internal teams. 

• Identify and support improvements that i