Note: The job is a remote job and is open to candidates in USA. Lakeshore Talent is currently seeking a Client Services Representative for their client in the PEO space. This role focuses on providing consultation and client services to staffing and recruiting companies, aiming to enhance client satisfaction and business growth.
Responsibilities
- 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
Skills
- 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)
- 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
- Awareness of the employer of record (EOR)/ agent of record (AOR) landscape
Benefits
- Fully remote role
- Up to 10% annual bonus
- Paid vacation, sick days, and holidays
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Voluntary life insurance
Company Overview