About the role

With a focus on creating an exceptional customer, associate, and contractor experience, facilitates the tactical action items from onboarding through offboarding of new hires, and performs other general administrative functions related to client and contractor file maintenance. Acts as the primary point of contact for contractor support, to resolve issues, and escalate as necessary.

What you’ll be doing

1. Onboards new client contractors and maintains contractor and client files, ensuring all paperwork and documentation is accurate, up to date and in compliance with Adecco and client requirements.
2. Initiates and completes screening, background checks, and reference checks, when applicable and maintains thorough, accurate, and compliant documentation of all interactions within the system of record (Bullhorn).
3. Acts as the primary point of contact for contractors for the duration of their assignment. Responds to queries pertaining to general workplace matters, payroll concerns, and workplace accident and/or injury questions or concerns. Consults subject matter experts as needed if escalation is required, to resolve issues.
4. Processes new hires, rate adjustments, extensions and/or exceptions within CM or Bullhorn, and performs back-office functions such as assignment creation, attachments to correct orders, adjustments, exceptions, reconciliation issues, compliance and audit requests.
5. Manages all offboarding tasks for contractors at the end of assignment or end of employment and performs all administrative duties related to terminations or contract close outs.
6. Works in collaboration with other teams to resolve contractor payroll and client invoicing issues, ensuring accurate and timely flow of information.
7. Supports the WCB process by obtaining Insurance/WCB Certificates and ensuring proper procedures are followed throughout the WCB claims process.
8. Supports financial targets by regularly seeking candidate referrals and business leads.
9. Solicits NPS and Google Review feedback, achieving target scores through exceptional customer service.
10. Assists with recruitment activities and performs other duties and special projects as assigned.

About you

• Completion of secondary school education or years of equivalent experience.
• A minimum of three (3) years customer service experience.
• Strong proficiency in Microsoft packages including Word, Excel, Outlook, and Teams.
• Database management skills, particularly ATS systems, an asset.
• Excellent interpersonal and communication skills, both written and verbal, along with an ability to influence and motivate others.
• Superior organizational skills. While consistently meeting deadlines, can effectively manage multiple tasks, and prioritize any new tasks as required.
• Proactive and able to solve problems effectively and rapidly using excellent analytical skills.
• Proven exceptional levels of customer service performance, with an ability to build strong client and contractor relationships, nurturing trust.
• Displays a willingness to cooperate and work as part of a team, assisting others when required.
• Demonstrates a positive attitude.
• Flexible and adaptable to changing business needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ADECCO RETAINS THE RIGHT TO CHANGE OR MODIFY JOB DUTIES AT ANY TIME. THE ABOVE JOB DESCRIPTION IS NOT ALL ENCOMPASSING. NEEDS AND REQUIREMENTS MAY VARY BETWEEN LOCATIONS AND ACCORDING TO BUSINESS NECESSITY.