Candidate Care Specialist

The Candidate Care Specialist at LHH serves as the primary contact for candidates, embodying the company’s image and values. This role entails collaborating with delivery management and offering support to internal teams like consultants and leaders, handling candidate-related administrative tasks. Their work is instrumental in maintaining high-quality service and seamless internal and external communications.

Reporting Relationships:

• Report directly to the Director, Candidate Experience
• Reports indirectly to the Candidate Care Coordinator

Direct Reports:

• No Direct Reports

Location:

• Remote, United State
• Must be able to work within the hours of 8:00am and 5:00pm Pacific Time

Travel:

• Not required

Language:

• English

In this role you can expect to

Key Accountabilities

• Provide Inbound and Outbound Customer Service Support to candidates using phone, email, and chat. Responsibilities include answering queries, giving job search guidance, basic technical support, and initiating calls to actively engage with both participating and inactive candidates.
• Provide administrative customer service support with tasks such as pausing programs, booking office reservations, handling career assessments, and other similar tasks.
• Serve as a first point of contact for candidates, taking responsibility to swiftly resolve their issues by coordinating with or routing candidates to teams like IT, Candidate Onboarding, Career Coaches, and Candidate Engagement, ensuring a smooth and effective resolution process.
• Serve as a subject matter expert on LHH Career Transition services including but not limited to LHH Career Studio and resources within, as well as LHH Career Coaching, and recruiting services through LHH Recruitment Solutions.
• Advise and guide candidates on best practices on job search, including how to best use and apply LHH resources to support various professional goals, including job search, upskilling, career shifting, retirement, starting a business.
• Ensure availability for scheduled shifts and balancing your workload in collaboration with leaders and peers. This role requires a commitment to timely presence and active participation, contributing to the overall team dynamic and service consistency.
• Embody and reinforce LHH's positive brand image by strictly adhering to established protocols. Ensure all guidance and interactions with candidates are aligned with LHH's perspectives and standards in career transition, thereby upholding and promoting the company's reputation for excellence.

Key Performance Metrics

• Successful team members must meet the minimum KPIs, as well as demonstrate all associated behaviors for the competency. Team members are also responsible for following their assigned schedule and arranging time-off requests with their manager with reasonable advance notice.
  • Customer Satisfaction of 4.0+ out of 5.0
  • Product Knowledge of 4.0+out of 5.0
  • Email Case First Response SLA of 1 day or less
  • Email Case Resolution of 2 days or less
  • Exceptional product knowledge
  • Demonstration of call handling and flow techniques
  • Additional contact center KPIs
• Demonstrates role competencies:
  • Passion: Lives our Purpose every day. Brings enthusiasm, positivity and care to work and celebrate success.
  • Collaboration: Proactively fosters team spirit by working together (within and across teams) to achieve company goals. Communicates transparently and honestly with positive intent.
  • Inclusion: Fosters an environment where people feel safe, valued, respected and where everyone can be their true selves. Embraces diversity of thought to achieve great outcomes.
  • Courage: Learns, innovates and positively challenges the status quo for the benefit of the company. Is bold and takes accountability for our actions.
  • Customers at Heart: Fosters trust by deeply listening to understand customer needs and keeping our commitments. Works in partnership with clients and candidates to create value for them.

All About You

• At least 2 years in a professional, virtual contact center or similar environment with proven success.
• Must have access to reliable internet for effective virtual engagement and communication.
• Expertise in Microsoft Office, Zoom, Salesforce.com, Zendesk, Jira, Salesforce Service Cloud, ServiceNow, or similar platforms.
• Familiarity with cloud-based phone systems such as Five9.
• Capable of interpreting complex or unclear information to determine necessary actions for satisfying internal or external customer inquiries.
• Ready to assist in any task and go beyond expectations. Able to prioritize, organize, and manage multiple tasks simultaneously.
• A self-starter able to work autonomously across all organizational levels, adaptable to changing processes and priorities, and skilled at bringing order to ambiguous situations.
• Fluency in French Canadian or Spanish is preferred but not mandatory.
• Must be able to work 4-6 hours per day / 20-30 hours per week in Pacific time, during business hours of Monday-Friday from 8:00am to 5:00pm, with exception to major US holidays.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment.
• We foster an open-minded environment where people spark new ideas and explore alternatives.
• Compensation: $25.00 per hour

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

• Benefits: Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

About LHH

LHH empowers professionals and organizations to achieve bold ambitions and secure lasting impact through unique advisory services and talent sources.

Our full suite of offerings connects solutions that are traditionally siloed, making LHH your single talent partner. In a rapidly evolvinglandscape with complex challenges, we create value across the entire professional talent journey. From hiring great people, developing skills, and nurturing leaders, to advancing individuals to the next stage of their careers, LHH make talent your competitive edge.

We believe the future of work lies at the intersection of exceptional human care and innovation. Powered by science, technology, and proprietary data analytics, LHH’s approach is crafted to align with your business strategy and culture, delivering powerful, sustainable, and measurable impact.

LHH has a team of over 12,000 professionals, across 60+ countries and more than 50 years of experience. As part of the Adecco Group, we bring together global excellence, local knowledge, and centralized coordination for thousands of companies and millions of people worldwide.

Recruitment. Development. Career Transition.

LHH. A beautiful working world.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.