Customer Support & Payroll Associate (Business Support Associate)
Job Summary
The Business Support Associate is responsible for providing timely and value-adding customer service to our customers including, but not limited to candidates, contract employees, clients and internal partners. This is a customer-facing role that will require ongoing support of customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.
Key Responsibilities
- Contractor and Client Onboarding
- Support candidate onboarding process, including I-9 form review and completion and validating I-9 documentation, providing assistance with pre-employment paperwork completion, distributing PPE and other assets as needed
- Support client onboarding process, including driving AT&E utilization
- Manage contractor compliance with key E-Verify requirements (e.g. expired documents, expired compliance)
- Assist with contractor training and certification requirements
Lifecycle Management
- Serve as contact for contractor questions, and facilitate communication to the center through ACT and Cases to help resolve onboarding or payroll and invoicing issues (adjustments, lost checks, invoice issues, etc.) with a goal of ensuring customer satisfaction and timely resolution
- Partner with the center through Cases to update contractor records for address updates, direct deposit changes, etc.
- Manage the processing of live paychecks
- Manage contractor travel booking requests
- Direct unemployment filing questions and workers compensation inquiries to the proper teams for resolution
Operational Support Activities
- Provide outstanding front office customer service (telephone and reception area)
- Partner with talent acquisition to manage internal onboarding for all field office/on-premise hiring, including I-9 and onboarding paperwork completion, setting up desk, etc.
- In partnership with BSS, 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
- Serve as primary liaison between field office producers and corporate or center-based teams, and find opportunities to drive partnerships between the center and field employees
- 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 BSS, 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
Competencies
- Ability to prioritize, organize, problem solve and meet deadlines and goals
- Ability to communicate effectively and provide follow up
- Capability of working in a team-oriented environment and deliver/receive honest feedback
- Thorough knowledge of business policies and human resource practices
- Excellent written/oral communication and interpersonal skills
- Strong decision-making ability
- Ability to build strong partnerships with all internal customers, both locally and in our corporate and center-based locations
- Integrity and ability to maintain confidentiality and personal credibility
- Ability to tackle complex issues and develop innovative, practical solutions
- Understanding of the Allegis organization; context, complexity, dynamics, key issues and drivers
- Understanding how information impacts the operating company and how data will be used to support operating company decisions
- Action and detail oriented; able to prioritize while handling multiple tasks
Qualifications
- 1 + years’ experience in a customer service related position
- Associates degree or two years of applicable experience in customer service
Personal Attributes
- Team player
- Tactful and diplomatic
- Self-starter/initiator
- Critical thinker
- Seeks growth and self-improvement
- Flexible
- Resilient/composed
- Self-aware
