Client Services Consultant
Pro Unlimited
 League City, TX

Client Services Consultant

Category: Client Services

Type: Employee

Description:

If you enjoy teaming up with top talent, strong processes and robust technology then you'll enjoy RightSourcing as we continue our investment in People, Process, and Technology. RightSourcing, a global consulting firm supporting contingent workforce management within the Healthcare sector, is currently recruiting for the position of Client Services Representative. RightSourcing introduced the first vendor neutral Contingent Workforce Management (CWM) program for the healthcare industry in 2001. Since then RightSourcing has experienced year over year growth resulting in our standing today as the industry's largest CWM organization. RightSourcing continues to expand our client partnerships and internal team supporting both with industry leading technology and proven processes.

Position Summary

RightSourcing's products/services. The Client Services Consultant reports to the Program Manager (PM). In some cases may serve as a lead to onsite CSRs and CSCs. The Client Services Consultant 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 (SOW). Depending on the size of the on-site team, the Client Services Consultant scope of responsibilities will usually consist of multiple product lines (payroll, compliance, staffing desk). As an “invited“ guest, an on-site Client Services Consultant 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

  • 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 processes to strengthen efficiency
  • Payroll
  • Conduct or supervise 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
  • 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
  • Provide consistent and timely updates of problems and their resolution to the Program Manager.
  • Research and process (as appropriate) any billing discrepancies whether by client or supplier.
  • Manage resolution of serious or complex issues that may jeopardize RS's position with the client or staffing supplier, or issues that require the involvement of senior RS resources, utilizing the PM or other internal partners for support.
  • Consistently exhibit professional customer service and problem solving capabilities
  • Apply sound judgment and good decision making skills when handling critical Employee Relations issues and partner with Human Resources to bring to a successful compliant resolution
  • Train newer team members to learn systems and procedures
  • Conduct critical training with all end users (co-employment, harassment prevention, etc.)
  • Staffing Desk
  • Facilitate the fulfillment of temporary requisitions through RS systems (People Fluent)
  • Efficiently manage the relationship/interaction of the approved staffing desk suppliers and managers
  • Coach and counsel suppliers as needed in a manner that yields collaboration, improved supplier performance and satisfactory RS delivery and mitigate risk.
  • Coordinate and deliver Supplier Forum
  • Rate Negotiation with vendors on clients behalf
  • 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.
  • Assume ownership for program-related projects and deliver within defined timelines
  • Provide consistent and timely updates of problems and their resolution to the Program Manager.
  • Manage the resolution of any serious or complex issues that may jeopardize RS's position with the client or staffing supplier, or issues that requires their involvement , utilizing the PM or other internal partners for support.
  • May create reports for SAMs Team for Fills, Quality and Cost Savings
  • Lead biweekly/weekly Supplier Calls
  • Perform co-employment training to end users
  • Independent Contractor (IC) Compliance
  • Manage in-take of all necessary paperwork and information (i.e. Manager Questionnaire, SOW, or Business Validation Application)
  • Provide education on the issue, as needed
  • Based on the Questionnaire/SOW determine whether IC Screening is required
  • Manage process flow, including initial in-take, partnership with internal partners, and communication to appropriate parties.
  • Maintain updated and accurate information in RS Technology
  • Facilitate escalations to the appropriate client contact (Legal, Purchasing, Risk, HR, Security)
  • Facilitate escalations to the appropriate RightSourcing resources
  • Escalate difficult situations to the PM and manage conversations with the hiring manager, client contact, or contractor
  • Generate regular reports to both internal and external customers
  • Ensure PM and Reginal Director are fully aware of any potentially critical escalations.
  • Consistently exhibit friendly, professional customer service
  • Compliance

Will partner and support the compliance department with all compliance matters

  • Client
  • Ensure that all deliverables outlined in the SOW are met
  • Maintain all order information in RS Technology
  • Ensure work is performed in a manner respectful and compatible with client's environment
  • Develop positive and professional relationships with client users of RightSourcing program
  • Consistent follow through so that issues are resolved in a timely manner
  • General Responsibilities
  • Check phone messages at least every two hours or arrange phone backup
  • Check and respond to all service inquiries within 2- hours of receipt
  • Perform all require RS Technology 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 RightSourcing on a timely basis
  • Follow all required client and RightSourcing mandated procedures and policies during the exercise of their responsibilities
  • Able to conduct business communications effectively both verbally and in writing
  • Display integrity in the use of equipment, resources and materials

Requirements:

Minimum Qualifications

  • 4 year college degree
  • 2 to 3 years of experience in sales, marketing, staffing client relationship management, industry operations, HR/recruiting, and extensive customer service
  • Ability to communicate effectively in writing, verbal, and interpersonal. Able to partner and communicate with staff and clients, including Executive levels at Fortune 500/1000 companies.
  • 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.

Preferred Qualifications

  • Working knowledge of labor and employment laws.
  • Experience with quality customer service requirements and working within Healthcare
  • Overall operational experience in product delivery
  • Client relationship management is a key component of the position
  • Database and reporting capabilities

Working Environment

Typically, CSC works onsite at a client's facility or off site; both sites are an office environment. Must be able to travel for short or extended periods to other RightSourcing client locations, to corporate office as needed for specific meetings, or to other business locations related to business.

RightSourcing retains the right to change or modify job duties at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

We offer a comprehensive benefits package. Salary is commensurate with experience. An Equal Opportunity Employer/M/F/D/V.

Location: League City, TX

Minimum Experience (yrs):

Required Education: Not Specified

Benefits: