For over 25 years, G&A Partners has been helping entrepreneurs grow their businesses, take better care of their employees, and enjoy a higher quality of life by providing proven HR solutions and technology. A growing, Houston-based professional services firm, G&A Partners is currently seeking a Client Advocate I to join its team at the G&A satellite office located anywhere on the West Coast.

 

A competitive compensation and benefits package is available to include health benefits and 401(k), recognition awards and bonuses and the opportunity to work for a highly respected and award-winning company.

 

Summary

A Client Advocate I serves as a member of the Client Advocacy team specializing in scaled client success, managing a diverse portfolio of clients within Shared Services through an efficiency-focused service model. This role executes a distinct client management strategy that emphasizes responsive, technology-enabled support designed to maximize client satisfaction across a higher-volume portfolio. As part of the scaled client success model, the Client Advocate I leverages standardized processes, automation tools, and systematic workflows to deliver consistent, quality service at scale. The position maintains client relationships through strategic touchpoints including annual account reviews and serves as the primary escalation point for their portfolio, ensuring swift issue resolution while identifying opportunities for service optimization. This specialized approach allows G&A to effectively serve a broader client base while maintaining high service standards through operational excellence. The ideal candidate thrives in fast-paced environments, demonstrates strong organizational skills, excels at managing multiple priorities simultaneously, and embraces technology-driven service delivery models.

Client Support & Service Delivery

• Manages a scaled portfolio of clients using an efficiency-optimized service model that prioritizes responsive support through standardized processes and automation tools.
• Responds promptly to client calls and emails; covers the general client service phone and chat lines and case queue on a rotating basis.
• Delivers immediate support for client inquiries, effectively utilizing knowledge base resources and standard operating procedures to ensure swift resolution.
• Maintains Client Details and Client Contacts in Client Space.

Scaled Relationship Management

• Conducts annual account reviews with clients to confirm account information, assess service utilization, and gather feedback within the scaled success framework.
• Identifies and communicates unused services to clients during interactions to optimize their service adoption.
• Serves as the primary point of escalation for client concerns within portfolio, efficiently triaging and resolving issues or engaging appropriate team members for specialized support.
• Documents all client interactions comprehensively and follows established escalation protocols to ensure consistency across the scaled portfolio.
• Collaborates with Client Onboarding team to facilitate smooth transitions for new entities of existing clients.

Retention Support

• Contributes to team retention goals by maintaining consistent service levels and addressing client needs promptly.
• Monitors and responds to client service cases within established SLA timeframes.
• Actively engages in the NPS process to drive client satisfaction by investigating root causes of survey feedback, ensuring any related service issues are assigned to appropriate departments and followed through to resolution, and documenting root cause analysis for leadership review.
• Flags at-risk accounts to supervisor based on predetermined indicators.
• Assists with implementation of standard retention playbooks under guidance.

Systems & Process Adherence

• Demonstrates working knowledge of core G&A systems and technologies.
• Manages and documents client activities, maintains accurate client details and contact information, tracks escalation cases, and documents client feedback in CRM, ensuring accurate information is available for leadership analysis and departmental reporting.
• Follows established workflows and utilizes automation tools to maximize efficiency.
• Maintains basic knowledge of G&A service offerings to answer fundamental client questions.

Other Duties:

• Serves as the 'eyes and ears' for the Marketing and Product Development departments to identify what new products and services would benefit G&A clients and represent client perspectives back to the organization.
• Identifies process improvement opportunities and may participate in cross-functional project teams to benefit clients and G&A.
• Participates in team meetings and training sessions to develop skills and knowledge.
• May assist with client communications and system-generated outreach campaigns.
• Supports team initiatives as directed by leadership.

Education:        

• A bachelor’s degree is preferred.
• A high school diploma or equivalent is required.

Skills & Experience:

• 1-3 years of experience in customer service, account management, or administrative support role.
• Experience in high-volume service environment preferred.
• Demonstrated comfort with technology and automated systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in fast-paced environment.
• Bilingual Spanish/English preferred.

Computer Skills:

 

• Proficiency in Microsoft Office products, particularly Outlook and Excel.
• Ability to quickly learn and navigate multiple software systems.
• Experience with CRM systems preferred.

Certifications/Licenses:

Professional certifications in customer service or human resources a plus.

Equal Opportunity Employer Statement

G&A Partners as an Equal Opportunity Employer considers all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Our management team is dedicated to providing a work environment free of discrimination and harassment based on any of these characteristics. We are committed to this policy and achieving a diverse workforce with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

https://www.gnapartners.com/privacy-policy

Starting wage is $60,000 to $85,000

The starting range represents the low and high end of the G&A Partners’ range for this position. Actual wages will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of G&A’s total compensation package for employees. Other rewards may include commissions, annual bonuses, and program specific rewards. In addition, G&A Partners provides a variety of benefits to employees, including health, dental, vision, life insurance, short-term and long-term disability, flexible spending, ancillary benefits, retirement savings plan, paid holidays, and paid time off (PTO).

Application close date is 6/24/2025