Associate Services Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

ECLARO is seeking an Associate Services Specialist to provide exceptional customer service to associates, manage onboarding and offboarding processes, and maintain VMS records. The role requires experience with MSP/VMS and strong communication skills, working with Dynamics 365 and MS Office.

You'll collaborate with the onboarding team, handle inquiries via email and phone, and contribute to process improvements across projects. A Bachelor's degree and relevant MSP experience are preferred.

Qualifications

• Bachelor's degree in Business, HR or Psychology or equivalent related business experience.
• Plus 3 to 5 years of experience in a high-volume workforce management environment managing onboarding and contingent labor requirements.
• Experience with MSP and/or VMS accounts.

Responsibilities

• Provide exceptional level customer service to all Associates over the phone or through email
• Make welcome calls to Associates to introduce Onboarding team and processes, and after assignment has begun to check in with Associate
• Ensure process is working for the individual, collaborating with them as necessary
• Manage email communication and tickets in team Inbox/Dynamics 365 to ensure timely resolution of all Associate inquiries assigned
• Enter requisition and other data into Vendor Management System (VMS) and review reports including payroll, timesheets, and expense reports
• Handle offboarding of Associates at end of assignment in compliance with client checklist and requirements
• Perform other projects from time to time as assigned

Skills

Customer service

Communication

Team player

Problem solving

Education

Bachelor's degree in Business/HR/Psychology

Tools

MS Dynamics 365

MS Office

MS Excel

VMS access

Job description

Role Title: Associate Services Specialist

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

KEY ACCOUNTABILITIES / TASKS

Accountability 1: Customer Service

• Provide exceptional level customer service to all Associates over the phone or through email
• Make welcome calls to Associates to introduce Onboarding team and processes, and after assignment has begun to check in with Associate
• Ensure process is working for the individual, collaborating with them as necessary
• Manage email communication and tickets in team Inbox/Dynamics 365 to ensure timely resolution of all Associate inquiries assigned

Accountability 2: Maintain VMS records

• Enter requisition and other data into Vendor Management System (VMS), if necessary, working with Program Team to understand and deliver on client expectations
• Ensure time and expenses are submitted and approved on a timely basis; follow up with Associates and hiring managers as needed to resolve exceptions
• Review and distribute reports including payroll, timesheets, expense reports

Accountability 3: Offboarding

• Handle offboarding of Associates at end of assignment, in compliance with client'schecklist and requirements

Accountability 4: Other Projects

• Perform other projects from time to time as assigned

EDUCATION AND WORK EXPERIENCE (HARD SKILLS)

• Bachelor's degree in Business, HR or Psychology or equivalent related business experience
• Plus 3 to 5 years of experience in a high-volume workforce management (MSP) environment managing both onboarding and contingent labor requirements.

ADDITIONAL TECHNICAL KNOW HOW REQUIREMENTS

• Experience with MSP and/or VMS accounts
• Recruiting / pipeline management experience
• Knowledge of Human Resources policies, co-employment risk and worker classifications
• Strong working knowledge of MS Office applications, email and Internet applications
• Create reports from available tools and summarize data in Excel
• Experience in specific industries or functions may be required based on the client.

JOB SPECIFIC COMPETENCIES (SOFT SKILLS)

• Team Player
• Solid problem-solving skills
• Critical thinking abilities
• Strong communication skills, both written and verbal
• Customer/Client Focus with excellent client facing skills and professional presence
• Attention to Detail, highly accurate with strong follow up skill
• Time management and multi-tasking skill
• Problem Solving and Analysis
• Excellent active listening skills