This job board retrieves part of its jobs from: Toronto Jobs | Emplois Montréal | IT Jobs Canada

Bringing you the hottest job offers in California

To post a job, login or create an account |  Post a Job

Client services consultant

Pro Unlimited

This is a Full-time position in Folsom, CA posted October 29, 2019.

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 of Work.

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

A CSC must conduct oneself 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 timesJob 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 efficiencyEnsure that all deliverables outlined in the ‘ of Work’ are metMaintain all order information in WANDEnsure work is performed in a manner respectful and compatible with client’s environmentDevelop positive and professional relationships with client users of PRO programConsistent follow through so that issues are resolved in a timely mannerInitiate proactive meetings with end users to gauge satisfaction and to identify opportunities for improvement.

Communicate this to your Program Manager and propose resolutions.Answer incoming phones calls by 2nd ring.Check phone messages at least every two hours or arrange phone backupCheck 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 materialsB.

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 paperworkMaintain accurate and complete WAND records for all workersResolve 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 managerFacilitate Employee Relations issues and include Human Resources or Program Manager as neededProvide consistent and timely updates of problems and their resolution to the Program ManagerManage the onboarding process to include background check adjudication and visa processingEscalate to the PM 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 serviceC.

Staffing DeskFacilitate the fulfillment of temporary requisitions through PRO’s systems WAND or client related systemEfficiently manage the relationship/interaction of the approved staffing desk suppliers and managersIdentify process efficiencies and recommend implementation to the Program ManagerResolve 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 ManagerEscalate to the PM 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 serviceProactively meet with hiring managers to qualify requisitionsConvey requisition and client environment information to approved suppliers to empower them for successD.

1099 ComplianceAcknowledge receipt of Manager Questionnaire or of Work, obtain additional information from the manager, if needed.Provide education on the issue to hiring manager, Independent Contractor, Procurement Buyers as neededBased on the Questionnaire/ of Work determine whether IC Screening is required and follow procedures as defined in the SOPManage the screening to ensure turnaround times are met and resolution is achieved in a timely mannerEnsure WAND documentation and complete record keeping are maintained at all timesFacilitate 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 involvedEscalate difficult situations to the Score Desk and facilitate conversations with the hiring manager, client contact, or contractorGenerate regular reports to both internal and external customersEnsure PM and Score Desk are fully aware of any potentially explosive situationsConsistently exhibit professional customer serviceSOW
· Triage new onboarding requests and partner with internal team to determine the route in which the SOW onboarding request will go; SOW, Payroll, Staffing, out of scope
· Partner with Contractor Compliance Services team on engagement/worker assessments for those that require assessments
· Interface with vendors and client services team on all engagement activities, including creation, review, and validation of documents as required.

· Support hiring managers and/or Procurement for competitive bidding requests through their preferred supplier list as needed
· Perform data validation and entry into Wand and/or client systems
· Meet with client stakeholders to review SOW program, provide ongoing training/education and promote value of using the services
· Actively engage vendor participation, to include regular training sessions and roundtables if applicable, etc.

· Partner with Client Accounting Services to resolve billing issues.

· Other functions as assigned
· While this will not be a primary function of this role, Client Services Consultant may serve as back-up to Payroll and Staffing desk as neededMinimum 2 years of college, AA or equivalent experienceThree 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 administrative organizational skills.Working knowledge of: desktop computers and MS Office Suite – Excel, Word, MS Outlook, Internet access, fax, copier, phones and other office equipment needed for the position function.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.Good data entry (alpha & numeric) with accuracy.Detail oriented, critical think, problem solver.
· Working knowledge of labor and employment laws
· College degree
· Ability to process changes into database programs with few entry errors
· Experience with quality customer service requirementsWorking Conditions Typically, CSC works onsite at a client’s facility or offsite; both sites are an office environment. Must be able to travel for short or extended periods to other PRO client locations, to corporate office as needed for specific meetings, or to other business locations related to business.