Candidate Support Specialist

The Candidate Support 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:

• Reports directly to the Director, Candidate Experience

Direct Reports:

• No direct reports

Location:

• Remote, United States

Travel:

• Not required

Languages:

• English
• French Canadian (strongly preferred)
• Spanish (strongly preferred)

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.
• 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, Onboarding, Consultants, and Engagement, ensuring a smooth and effective resolution process.
• 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.
• Provide targeted assistance to the delivery operations team, handling specific tasks like pausing programs, booking office space, and overseeing assessments, as needed.
• 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 above 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.
  • Satisfaction of 4.0+
  • Knowledge of 4.0+
  • Script Adherence of 4.0+
  • Conversational Competence of PASS
  • Additional contact center KPIs

• Demonstrates LHH core values: Evolving with Purpose; Learn Every Day; Reach High; Own It; Win Together; Make It Fun.
• Demonstrates role competencies: Purposeful Collaboration; Customer Centricity; Evaluating Information & Embracing New Technologies; Driving Results; Effective Communication; Strategic Thinking; Embracing Change & Ambiguity; Developing Others; Curiosity and Learning.

All About You

• At least 1 year in a professional, virtual contact center or similar environment with proven success.
• Must possess a personal computer, a headset, and 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.
• 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 and Spanish is preferred but not mandatory.
• Must be able to work 4-6 hours per day, Monday-Friday 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
• Comprehensive benefits package including health, dental, 401k
• Range $20-$25 per hour

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

About LHH

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.

LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.

A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.

For additional information on our Diversity and Inclusion policy, please consult the following link:  https://www.lhh.com/us/en/diversity-and-inclusion