Customer Service & Contractor Support Representative

Aerotek; Georgina; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Contractor Care Representative to enhance the contractor experience through exceptional customer service. This role involves managing contractor interactions from the initial offer to re-deployment, ensuring that all job-related inquiries are addressed effectively. The ideal candidate will have a strong background in customer service, with the ability to maintain thorough documentation and act as a liaison between contractors and recruiters. Join a dynamic team focused on providing superior support and fostering positive contractor relationships in a collaborative environment.

Qualifications

• Associates degree or two years of applicable experience in customer service required.
• 2+ years professional experience preferred.

Responsibilities

• Manage contractor experience by providing world-class customer service.
• Act as the main point of contact for contractor issues and concerns.

Skills

Customer service skills

Business acumen

Computer skills / MS Office suite

Education

Associates degree

2+ years applicable experience in customer service

Tools

Applicant tracking system (Connected)

Job description

Overview

Job Summary: The Contractor Care Representative will manage the contractor experience by providing world-class customer service from offer through re-deployment. The Contractor Care Representative is responsible for ensuring our contract employees receive superior support in relation to all job-related questions, concerns, or issues. The CCR will work with all appropriate Aerotek support groups to address contractor questions and requests. Such support groups include, but are not limited to: FSG, HR, etc.

Note: The essential functions of a CCR are restricted to the items below. The CCR must not perform recruiter functions including, but not limited to: Managing and providing performance feedback to contract employees; managing changes on current assignments (including terminations); contract employee pay increases, HR issues and conversations; redeployment of contract employees. These tasks must be referred directly to and performed by a recruiter.

Essential Functions:

1. Establish regular contractor service touchpoints: 1st day, 1st week, and every 30 days after. Touchpoints should be focused on seeking feedback from contractors on satisfaction of the assignment and applicability of job match.
2. Act as the main point of contact for contractor issues and concerns at select accounts and serve as the liaison between the contractor and RPL’s practice.
3. Maintain thorough documentation on contract employees in the applicant tracking system (Connected).
4. Refer contractors for any future rehire opportunities to the aligned recruiter with applicable job requirement/opening.
5. Generate referrals.
6. Act as a liaison between candidates and FSG; CCR assists recruiters with the completion of contractor onboarding, as needed.

Supervisory or Management Responsibilities:

N/A

Minimum Education/Experience/Abilities/Skills:

• Associates degree or two years of applicable experience in customer service.
• 2+ years professional experience.
• Customer service skills.
• Business acumen.
• Computer skills / MS Office suite.
• 2+ years Aerotek experience as a recruiter, contract sourcer, or CSA (preferred).