Client Services Consultant

PROUnlimited - Montvale, NJ
Client Services Consultant
Category: Client Services
Type:

Description:

The CSC is a client-facing role that engages regularly with client hiring managers to deliver the services outlined in PRO’s Scope of Work. As a business partner, the CSC regularly interacts with representatives of Client corporate functions (Talent Acquisition, Human Resources Operations, Vendor Management, Information Systems, Risk Management) and third party Suppliers. In addition, the CSC works closely with PRO colleagues from various departments who are instrumental to delivery excellence.

The CSC reports to the Program Manager and must maintain quality customer service and day to day site operations, with a primary focus on meeting contractual deliverables with the highest level of customer satisfaction. A CSC must conduct oneself in a manner which is respectful and compatible with their client environment. As an “invited” guest onsite, the CSC must be diligent in respecting the client’s culture, expectations and codes of conduct. A strong solutions-oriented approach and business savvy customer service manner is required at all times

Primary Responsibilities

Depending on the size of the onsite team, the CSC scope of responsibilities may be limited to one service offering (Third Party Payroll, Independent Contractor Compliance and/or Contingent Staffing Management) or may span over multiple service lines. In all cases, the CSC is viewed as a Business Partner who provides ongoing consultation to ensure an optimal execution of agreed upon scope.

General Functions:

  • Maintain an updated Desk SOP “Standard Operating Procedures” for day-to-day operations so that the program functions efficiently
  • Evaluate all processes with an eye to effectiveness and efficiency. Implement new processes and enhance current process to strengthen efficiency
  • Meet with client hiring managers on a regular basis to gauge satisfaction and develop a trusted-advisor relationship
  • Maintain accurate and complete WAND records for all in-scope workers
  • Manage the resolution of serious or complex issues that may jeopardize PRO’s reputation with the client, staffing supplier, or that require the involvement of senior PRO resources, utilizing the Program Manager or other internal partners for support
  • Apply sound judgement and good decision making skills when handling critical Employee Relations issues. 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
  • Coach and counsel client managers as needed in a manner that yields collaboration and risk mitigation
  • Consistently exhibit friendly, professional customer service and problem solving capabilities
  • May train new team members on learning systems and procedures
    • Conduct critical training with all end users related to co-employment, harassment prevention, etc to ensure compliance and mitigate risk
    • Complete background screening adjudication and provide a full analysis and recommendations for either denial or clearance of workers
    • Complete job description analysis for worker engagements and provide initial FLSA classification recommendation.

    Third Party Payroll

    • Manage the end-to-end engagement of Client-Sourced talent including interaction with the Client Hiring Managers and the Contingent Workers.
    • Establish wage and appropriate FLSA classification, facilitate a compliant onboarding process including all pre-employment protocols that satisfy both client and PRO requirements.
    • Conduct orientation for all new workers ensuring proper employment documentation is completed and a positive onboarding experience
    • Facilitate first line resolution to Employee Relations issues and escalate to appropriate internal parties as needed.
    • Identify process efficiencies and recommend implementation to the Program Manager
    • Manage the resolution of any serious or complex issues that may jeopardize PRO’s reputation with the client or that requires their involvement identifying and determining the need to include internal expertise, functional partners or the Program Manager for support.
    • Consistently exhibit professional customer service by providing compliant business recommendation based on the client’s needs.
    • Conduct critical co-employment training to end users in efforts to ensure compliance and mitigate risk.

    Contingent Staffing Desk

    • Oversee and manage the fulfillment of temporary requisitions through PRO’s Vendor Management System, (WAND)
    • Proactively meet with hiring managers to qualify requisitions and share requirements with
      suppliers.
    • Actively ensure optimal communication between hiring managers and suppliers to yield timely and effective fulfillment.
    • Educate and guide hiring managers on appropriate market bill rates based on review of the job duties and supplier candidate submission to ensure appropriate rates and timely requisition fulfillment
    • Efficiently manage the relationship and performance of the approved staffing desk suppliers and managers.
    • Coach and counsel suppliers as needed in a manner that yields collaboration, improved supplier performance, satisfactory PRO service delivery, and risk mitigation. As needed, determine and recommend to add niche suppliers to ensure timely fulfillment of all contingent requisitions with high quality candidates and to satisfy compliance objectives.
    • Identify process efficiencies and recommend implementation to the Program Manager
    • Manage the resolution of any serious or complex issues that may jeopardize PRO’s reputation with the client, staffing supplier, or that requires their involvement identifying and determining the need to include internal expertise, functional partners or the Program Manager for support. Consistently exhibit professional customer service by providing compliant recommendation based on the client’s needs.
    • Conduct critical co-employment training to end users in efforts to ensure compliance and mitigate risk.

    1099 Compliance

    • Manage the in-take of all necessary project information, including Manager Questionnaire, Scope of Work and Vendor Business Validation Application, to enable a timely and thorough classification assessment. .
    • Based on the information collected, determine whether Independent Contractor Screening is required and follow procedures as defined in the SOP.
    • Partner with the PRO Contractor Consulting Services (CCS) and ScoreDesk teams to perform the full analysis.
    • Determine when additional expertise is needed and escalate difficult situations to the Score Desk and facilitate conversations with the hiring manager, client sponsor or independent contractor
    • Provide ongoing education on the issue to Hiring Manager, Independent Contractor and Procurement Buyers
    • Manage flow of the screening process from in-take, partnership with internal partners, communication to appropriate parties, through to resolution. 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
    • As deemed necessary, manage escalations to the appropriate client contact (Legal, Purchasing, Risk, HR, Security)
    • Manage escalations to the appropriate PRO resources (Program Manager, CCS and ScoreDesk)
    • Ensure consistent and thorough communications to all involved parties with the intent of accomplishing a satisfactory experience for all parties involved
    • Generate regular contingent utilization reports to both internal and external customers

Requirements:

General Responsibilities


  • 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 and with internal colleagues
  • 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 recommended solutions
  • Answer incoming phones calls and emails within two hours, in compliance with established SLAs
  • Ensure data and notes are entered into Wand before leaving work daily
  • Secure all confidential records in locked cabinets if away from your cube more than 5 minutes
  • Generate and analyze 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
  • Display integrity in the use of equipment, resources and materials

Minimum Qualifications


  • 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.
Location: Montvale, NJ
Minimum Experience (yrs):
Required Education: Not Specified
Benefits:

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