Client Services Consultant
PRO Unlimited, Inc.
Montreal, CA, US
3d ago

The Client Services Consultant (CSC) is most often onsite role at a client location, responsible for the day to day delivery of PRO’s products / services.

The CSC reports to the Program Manager. The CSC must maintain quality customer service and day to day site operations, with a primary focus on meeting contractual deliverables as outlined in the Scope of Work.

Depending on the size of the onsite team, the CSC scope of responsibilities may be limited to one product (payroll, compliance or staffing desk) or may span over multiple product lines.

A CSC must conduct himself in a manner which is respectful and compatible with their client environment. As an invited guest an onsite CSC must be diligent in respecting the client’s culture, expectations and codes of conduct.

A strong, politically sensitive customer service manner is required at all times Job Functions A. Maintain desk procedures and day-

to-day processes - Maintain an updated SOP Standard Operating Procedures for day-to-day procedures so that operation functions efficiently -

Implement new processes and enhance current process to strengthen efficiency B. Payroll - Conduct orientation for all new workers either face-

to-face or via phone providing new hire orientation packet and having he / she sign all necessary paperwork - Maintain accurate and complete WAND records for all workers -

Resolve and follow through, in a timely manner, all issues related to the worker, either at the request of the worker or that of his / her manager -

Facilitate Employee Relations issues and include Human Resources or Program Manager as needed - Provide consistent and timely updates of problems and their resolution to the Program Manager -

Escalate to the OPM any serious issues that may jeopardize PRO’s position with the client or staffing supplier, or issues that require the involvement of senior PRO resources.

  • Consistently exhibit friendly, professional customer service C. Staffing Desk - Facilitate the fulfillment of temporary requisitions through PRO’s systems (WAND) -
  • Efficiently manage the relationship / interaction of the approves staffing desk suppliers and managers - Identify process efficiencies and recommend implementation to the Program Manager -

    Resolve and follow through, in a timely manner, all issues related to the worker, manager and staffing agency. - Provide consistent and timely updates of problems and their resolution to the Program Manager -

    Escalate to the OPM any serious issues that may jeopardize PRO’s position with the client or staffing supplier, or issues that require the involvement of senior PRO resources.

  • Consistently exhibit professional customer service - Proactively meet with hiring managers to qualify requisitions - Convey requisition and client environment information to approved suppliers to empower them for success D.
  • 1099 Compliance - Acknowledge receipt of Manager Questionnaire or Scope of Work, obtain additional information from the manager, if needed.

  • Provide education on the issue to hiring manager, Independent Contractor, Procurement Buyers as needed - Based on the Questionnaire / Scope of Work determine whether IC Screening is required and follow procedures as defined in the SOP -
  • Manage the screening to ensure turnaround times are met and resolution is achieved in a timely manner - Ensure WAND documentation and complete record keeping are maintained at all times -

    Facilitate escalations to the appropriate client contact (Legal, Purchasing, Risk, HR, Security) - Facilitate escalations to the appropriate PRO resources (CCS) -

    Ensure consistent and thorough communications to all involved parties with the intent of accomplishing a satisfactory experience for all parties involved -

    Escalate difficult situations to the Score Desk and facilitate conversations with the hiring manager, client contact, or contractor -

    Generate regular reports to both internal and external customers - Ensure OPM and Score Desk are fully aware of any items needing escalation -

    Consistently exhibit professional customer service E. Client - Ensure that all deliverables outlined in the Scope of Work’ are met -

    Maintain all order information in WAND - Ensure work is performed in a manner respectful and compatible with client’s environment -

    Develop positive and professional relationships with client users of PRO program - Consistent follow through so that issues are resolved in a timely manner -

    Initiate proactive meetings with end users to gauge satisfaction and to identify opportunities for improvement. Communicate this to your Program Manager and propose resolutions.

    F. General Responsibilities - Answer incoming phones calls by 2nd ring - Check phone messages at least every two hours or arrange phone backup -

    Check and respond to all phone / email / fax service inquiries within 4 hours of receiving - Perform all require WAND data entry before leaving work daily -

    Secure all confidential records in locked cabinets if away from your cube more than 5 minutes - Generate all required weekly reports to both client and PRO on a timely basis -

    Follow all required client and PRO mandated procedures and policies during the exercise of their responsibilities - Able to conduct business communications effectively both verbal and in writing -

    Display integrity in the use of equipment, resources and materials - College degree, AA or equivalent experience - Three years of experience in sales, marketing, staffing industry operations, HR / recruiting, and customer service is preferred.

  • Ability to communicate effectively in writing, verbal, and interpersonal. Able to interact and communicate with all levels of staff and clients.
  • Must have good customer service and organizational skills. - Able to lift up to 20 pounds, bend, stoop, sit at desk for extended periods of time, and to move about from building to building.
  • Detail oriented, critical think, problem solver.
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