Client Services Associate

3 months ago

Calgary, Canada Procom Full time

**The Opportunity**:
Procom is seeking a seasoned professional to join our team as a Client Services Associate. Procom is one of North America’s leading staffing and contract workforce services providers. A privately held company, Procom has been deeply committed to continuous growth and improvement for both ourselves and our clients.

This role provides the opportunity to:

- Work in a collaborative Client Services team that supports the efforts of the business to respond to and serve client and consultant expectations
- Build a foundation for long-term career growth in a growing, entrepreneurial IT firm

**The Company**:
Our business succeeds because we are reliable and our clients trust us, and we work hard to earn that trust by providing keen insight and a commitment to transparency. Through ongoing partnerships, we have become recognized as the market-leading source of high-performing services and solutions that transform how our clients acquire and manage the very best talent. With prestigious recognition, including being named one of Deloitte’s Best Managed Companies each year since we first qualified in 2006, we are extremely proud of what we’ve accomplished. In every aspect, we rely on the excellence of individuals to make a difference. We know that people matter, and we want to work with you

**The Role**:
Reporting to the Team Lead, the Client Services Associate is responsible for overseeing and administering the full on-boarding and Contractor Management lifecycle for Contractors on assignment with one or more Clients and resolving any normal issues that may arise. He or she possesses a full understanding and is able to perform or backup all duties listed in this job description.

**Responsibilities**:

- Submit and manage all inquiries relating to the contract management process via ticketing system JIRA
- Provide support to consultants using Vendor Management Systems (i.e. SAP Fieldglass, Beeline)
- Act as a liaison between the Legal Department and Human Resources for all contract issues and reviews
- Schedule communications to consultants with regards to payment processing and timesheet deadlines
- Manage the client/consultant onboarding and renewal process while complying with internal policy and ISO management standards
- Develop and update strategies for a smoother consultant and client experience
- Serve as a primary point of contact to investigate and resolve consultant, client, and vendor inquires
- Conduct quarterly audits on consultant documentation and onboarding requirements
- Monitor expiring contracts and provide notice for a smooth off-boarding experience
- Investigate AR discrepancies and follow up with the client or contractor as needed
- Serve as a primary point of contact to receive, investigate and resolve consultant, sub-vendor, and client questions relating to the billing and payment of invoices
- Create credit/debit memos to balance records within the Vendor Management System Fieldglass

**Skills and Knowledge Required**
- Minimum 2 years of professional experience in a customer service or sales support role
- Demonstrated capability to learn and fully manage medium to high complexity administrative tasks on an independent basis
- Knowledgeable of contract and payroll administration procedures, tax regulations, and invoicing processes
- Knowledgeable of MS Office 365 - Specifically Outlook, MS Teams and SharePoint
- Ability to handle pressure in a calm manner and deal with all various levels of internal and external clients
- Detail oriented
- Strong commitment to excellent customer service
- Ability to prioritize workflow and meet deadlines
- Ability to handle confidential and proprietary information
- Dedicated team player with excellent interpersonal skills who is willing to assist other team members as needed

**Qualifications**

Sales Support: 2 - 4 years (required)

Customer Service: 2 - 4 years (required)

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