Procom - Bilingual Client Service Associate

3 months ago

Toronto, Canada Procom Full time

**The Role**:
Reporting to the Team Lead, the Bilingual 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**
- Bilingual French and English
- 1 year+ of professional experience in a customer service or support role
- Demonstrated capability to learn and fully manage medium to high complexity administrative tasks on an independent basis
- 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**

Customer Service: 2 - 5 years (required)

High-volume Staffing: 1 - 3 years (Desired)

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