Customer Support Representative

Actalent; Calgary; On-site; CAD 45,000 - 65,000; Full time

Job summary

Actalent is seeking a Customer Support Associate to ensure seamless onboarding, time & expense collection, and front desk service for contractors, clients, and field offices. You will handle onboarding paperwork, orientations, and payroll support while maintaining smooth office operations.

The role emphasizes accuracy, timely communication, and problem solving, supporting multiple teams across client sites and Corporate/Center locations.

Qualifications

• 2+ years’ experience in a customer service-related position.
• Associates degree or two years of applicable experience in customer service.
• BA/BS degree in Human Resources, Business, and Accounting preferred.

Responsibilities

• Ensure client onboarding materials and documents are current and compliant.
• Assist with contractor onboarding, time collection, and life cycle activities.
• Coordinate pre-employment paperwork and orientations for contractors.
• Support payroll processes and time/expense systems for internal staff.
• Provide front office customer service via phone and reception.
• Support office operations, purchasing, and vendor management.
• Maintain accurate records of starts, terminations, and records.
• Assist with unemployment and workers' compensation processes.

Skills

Customer service

Communication

Time management

Problem solving

Detail orientation

Education

Associates degree or two years of applicable experience in customer service

BA/BS degree in Human Resources, Business, and Accounting preferred

Job description

The Customer Support Associate (CSA) is responsible for ensuring our customers – including but not limited to contract employees, clients, field offices, program offices, and alternative delivery teams – receive superior onboarding, time & expense collection, and service. This is a customer-facing role that supports customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.

Key Responsibilities

Client Onboarding

• Ensure client pre-employment requirements, forms, policies, and documents regarding onboarding are kept current and validated with Compliance departments.
• Manage client requirements for the onboarding packet (e.g., authorization forms, drug tests, background checks etc.)

Contractor Onboarding, Time Collection and Life Cycle

• Assist candidates in completion of pre-employment paperwork
• Conduct contractor orientations to cover benefits, time keeping, paycheck and employee information
• Collects incorporated documents and submits Vendor ID form to support onboarding of incorporated contractors
• Ensure the accurate and timely entry of starts
• Audit New Starts reports
• Manage timecard collection (including contacting contractors and/or clients for missing timecards) through Aerotek Time & Expense, Websheets, VMS and PeopleSoft
• Collect, process and audit contractor expenses
• Review Time and Billing Audit for accuracy
• Submit finishes and manage Record of Employment process for contractor terminations
• Assist with the Unemployment Process including claims and hearings
• Assist with the Worker’s Compensation Program including education, filing claims and alternate light duty locations
• Conduct weekly CARE Calls to all new Consultants

Operational Support Activities

• Provide outstanding front office customer service (telephone and reception area)
• Resolve spread related issues for recruiters and/or account managers
• Partner with talent acquisition to manage internal onboarding for all field office/on-premise hiring, onboarding paperwork completion, setting up desk, etc.
• In partnership with Customer Support Supervisor, manage internal payroll process
• Asset distribution and collection for new internal hires and terminations
• Maintain outstanding levels of administrative support to all internal and external employees and resolve issues related to process and technology questions
• Provide education and accountability to field office/VOP producers around important processes, including timely ESF submittal, timely CRG submittal, timely finish ESF submittal, etc.
• Serve as point of contact for real estate communications (support any in-office updates/moves/installations), and property management
• In partnership with CSS, manage office purchasing (P-card reconciliation) and vendor management (copier maintenance, kitchen appliance service, etc.)

Order, maintain and organize all office supplies, manage mailing and shipments, and file and maintain office paperwork and office directory

• Excellent written/oral communication and interpersonal skills
• Ability to tackle complex issues and develop innovative, practical solutions
• Action and detail oriented; able to prioritize while handling multiple tasks
• Excellent time management and focus on deadlines and goals
• Effectively build relationships with all internal partners, both locally and in our corporate and center-based locations

Qualifications

• 2 + years’ experience in a customer service-related position
• Associates degree or two years of applicable experience in customer service

BA/BS degree in Human Resources, Business, and Accounting preferred