About the Role

The Client Services Consultant (CSC) is most often onsite at a client location, responsible for the day to day delivery and management of PRO’s client service offerings including but not limited to Software as a Service (SaaS), Data as a Service (DaaS), Contractor Compliance, Employer of Record (EoR) and Managed Service Provider (MSP) Solutions. The CSC reports to the Manager or Operations 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 team, the CSC scope of responsibilities may be limited to one product line or may span over multiple service offerings. The CSC will be a subject matter expert for all stakeholders for their product line(s) and serve as a trusted advisor for the situations that may arise.

The CSC must display a manner that is respectful and compatible with their client environment. As an “invited” guest, a 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.

What You Will Do

Maintain desk procedures and day-to-day processes:

• Maintain an updated SOP “Standard Operating Procedures” for day-to-day procedures so that operations function efficiently
• Implement new processes and enhance current processes to strengthen efficiency

Employer of Record (EoR):

• Conduct orientation for all new workers either face-to-face or via phone/video providing new hire orientation packet and having workers sign all necessary paperwork
• Maintain accurate and complete records for all workers
• Stay up to date on and have a good understanding of all general HR labor laws and compliance as well as communicating to managers and employees about such laws
• Complete job description analysis for worker engagements and provide FLSA classification recommendation
• Resolve and follow through, in a timely manner, all issues related to the worker, either at the request of the worker or that of the client manager
• Facilitate and guide Employee Relations issues with client, suppliers (when applicable) and workers. Include Human Resources or Manager as needed
• Provide consistent and timely updates of problems and their resolution to the Manager
• Escalate to the Manager any serious issues that may jeopardize PRO’s position with the client or issues that require the involvement of senior PRO resources.
• Consistently exhibit friendly, professional customer service

Staffing Desk:

• Facilitate the fulfillment of temporary requisitions through the vendor management system (VMS)
• Efficiently and effectively manage the relationship/interaction of the approved suppliers and managers, including but not limited to ensuring compliance across supplier partnerships by communicating program requirements, partnering on worker related situations, adherence to contract terms and documenting quality issues and supplier performance
• Identify process efficiencies and recommend implementation to the Manager
• Resolve and follow through, in a timely manner, all issues related to the worker, manager and supplier
• Provide consistent and timely updates of issues and resolution to the Manager
• Escalate to the Manager any serious issues that may jeopardize PRO’s position with the client or supplier, or issues that require the involvement of senior PRO resources
• Consistently exhibit professional customer service
• Proactively meet with hiring managers to qualify requisitions and/or meet new hiring managers for program introduction
• Conduct requisition intake calls with suppliers
• Convey requisition and client environment information to approved suppliers to empower them for success
• Conduct supplier scorecard, supplier roundtable and audits

Contractor 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 VMS documentation and complete record keeping are always maintained
• 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 clients
• Ensure Manager and Score Desk are fully aware of any items needing escalation
• Consistently exhibit professional customer service

Client:

• Ensure that all deliverables outlined in the ‘Scope of Work’ are met
• Understand all agreements set forth in program Master Service Agreement to ensure proper execution within day-to-day program duties
• Maintain all order information in VMS
• 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 the Manager and propose resolutions.

General Responsibilities:

• Perform all required VMS data entry before leaving work daily
• Secure all confidential records in locked cabinets
• 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
• Conduct business communications effectively both verbally and in writing
• Be available to client, suppliers, and workers as a subject matter expert in the contingent workforce employment arena. This includes basic understanding of onboarding protocols, employee relations, immigration and visa types, payroll processing, end of assignment, etc.
• Display integrity in the use of equipment, resources, and materials

What You Will Need

• 4 Year College degree required
• 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 thinker, problem solver