Posting Date:

2/18/25

Posting Expiry Date:

2/28/25

Job Title:

Client Services Associate

Department:

Client Services

Talent Acquisition Specialist:

Krissy Froncillo

Hiring Manager:

Kerry Hoare

People & Culture – Generalist

Amrit Aujla

Work Model:

Hybrid

Location:

Toronto

The Opportunity:

Procom is seeking a seasoned professional to join our team as a Client Services 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, 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.

Job Responsibilities:

• Create and maintain an excel tracking system for all new pre-identified candidates/active consultants
• 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
• 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 a smoother consultant and client experience
• Serve as a primary point of contact to investigate and resolve consultant, client, and vendor inquires
• Assist external managers in determining total billable rates for all new pre-identified candidates
• Complete candidate submissions and finalize onboarding activities within the VMS portals
• 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

Minimum Requirements:

• 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

How to Apply:

Internal employees interested in an open position:

• Must meet the eligibility criteria outlined in the Internal Career Development and Job Opportunity Policy
• Must meet the minimum requirement criteria specified in the job posting.
• Must apply with an up-to-date resume by the closing date of the posting.

Internal employees interested in applying should submit their updated resume via e-mail to krissy.froncillo@procomservices.com. Please ensure you have informed your current People Leader once you have submitted your application.

Posting Transparency:

This position is posted internally and externally.

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.
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.

Qualifications

Customer Service: 1 - 2 years (Required)