Client Services Representative- Staffing
Lakeshore Talent is currently seeking a Client Services Representative for our client in the PEO (Professional Employer Organization) space. This position is seeking someone who has a background in recruiting and staffing, but is excited about a role that is stepping away from recruiting and providing client services and consultation to staffing/recruiting companies. This is a FULLY REMOTE (start time of 8am central) direct hire position that pays $60,000-65,000 annually with a 10% bonus. Job Description: The Client Services Representative is charged with achieving the company’s overall objectives for client retention, satisfaction, growth, and success. They will provide consultation, advice, and assistance to client partners, cultivating strong relationships to realize the full value of our company partnership, as reflected in improved business opportunities, efficiency, financial performance, and client satisfaction. Job Duties:
- Establish rapport and maintain routine, meaningful contact with client partners.
- Consult with partners to identify opportunities to grow their business and enhance our company service experience.
- Produce and maintain account plans and growth strategies.
- Develop and maintain an understanding of primary client partner value drivers.
- Document all interactions and use the information to improve service and outcomes.
- Maintain expert understanding of contractual terms, financial particulars, and industry knowledge.
- Create and maintain documentation of client account profiles and account plans articulating how to service each client.
- Monitor and adhere to internal standard operating procedures with a continuous-improvement mindset, recommending and implementing improvements for efficiency and streamlining.
- Identify and communicate opportunities to expand services in ways that add value, increase satisfaction, and help ensure client growth and retention.
- Analyze metrics to ensure compliance to any contractual KPI or SLA requirements.
- Prepare and conduct Business Reviews with client partners to review trends and align on roadmap Delivery Management.
- Educate client partners to understand relevant best practices and standard operating procedures.
- Keep abreast of industry market developments to provide strategic advice to client partners.
- Identify urgent and critical issues that require escalation to HR, Risk, Legal or other Department Leaders, and promptly escalate those issues according to company policy.
- Manage service issues with a measured, controlled approach to deescalate and resolve efficiently.
- Serve as the internal client liaison with internal teams to ensure their understanding of partnership needs.
Qualifications:
- Bachelor’s degree or commensurate experience required.
- 4+ years’ experience with roles within the contingent workforce or/and client services environment.
- Strong practical knowledge of the contingent workforce industry (staffing, recruitment preferred)
- Awareness of the employer of record (EOR)/ agent of record (AOR) landscape preferred.
- Adequate understanding of HR and employment law.
- Ability to lead initiatives, prioritize and manage multiple priorities independently.
- Superior oral and written communication skills.
- Ability to effectively consult with internal and external stakeholders: listening, collaborating, analyzing, defining needs, and solutioning.
- Strong results orientation and accountability for outcomes.
- Empathy, patience, and active listening skills.
- Commitment to inclusion and open collaboration.
- Optimistic and future focused, and comfortable with change.
- Strong service orientation and a natural ability to cultivate relationships.
Benefits:
- Fully remote role
- 60K-65K; non-exempt
- Up to 10% annual bonus
- Paid vacation, sick days, and holidays
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Voluntary life insurance