Costumer Service Associate (Bilingual) - Toronto

The Opportunity:

Procom is seeking a seasoned professional to join our team as aCostumer Service Associate.

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 Role:

Reporting to the Team Lead, theCostumer Service Associate is responsible for overseeing and administering the full onboarding and Contractor Management lifecycle for Contractors on assignment with one or more Clients and resolving any normal issues that may arise.

Job Responsibilities:

• Onboarding, extension and offboarding contractors

• Keep contractors tracking system updated

• Submit and manage all inquiries relating to the contract management process via ticketing system JIRA.

• Provide support to consultants using Vendor Management Systems.

• Act as a liaison between the Legal Department and Human Resources for all contract issues and reviews.

• Act as a subject matter expert for clients and consultants on the various legal status classifications.

• 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 smoother consultant and client experience.

• Serve as a primary point of contact to investigate and resolve consultants, clients, and vendor inquiries.

• Assist external managers in determining total billable rates for all new pre-identified candidates.

• Conduct quarterly audits on consultant documentation and onboarding requirements.

• Monitor expiring contracts and provide notice for a smooth off-boarding experience.

• Serve as a primary point of contact to receive, investigate, and resolve consultants, sub-vendor, and client questions relating to the billing and payment of invoices.

• Ability to maintain or excel the Client Services Associate’s KPIs (Key Performance Indicator)

• Able to maintain a high level of Workflow, via email, requests & by phone.

Skills and Knowledge Required

• Bilingual in French & English.

• Minimum 3 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.

• I have a good knowledge of MS Office 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.

• Opportunity for internal Growth.

• 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.

What We Offer:

• Permanent, full-time daytime position (Monday to Friday)

• Hybrid model: 1 to 2 days per week in the office

• Location: Toronto

• Start date: As soon as possible

• Vacation: 3 weeks/year

• Comprehensive benefits package

At Procom we are committed to fostering an inclusive and accessible culture where everyone feels valued, respected, and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

Procom uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people. This is an active position. The salary range for this position is 44 000$ to 55 000$.

If you are selected for interview, a member of our Talent Acquisition team will reach out to you with the next steps in the process. To learn more about all that we do, please visit us at - https://www.procomservices.com/en-us/

Qualifications

3 years of professional experience in a customer service or sales support role: 3 - 10 years (Required)