Engagement Coordinator

The Engagement Coordinator provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the
end users.

The Engagement Coordinator must work with all parties within Center of Excellence for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all external clients.

Responsibilities may include requisition review, entry and maintenance using
VMS technology, CM system and other systems as required. Works under general supervision.

• Manages the contractor onboarding process.
• Responds to tickets and inquiries including/ but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries, etc.
• Handles furlough tracking and exception approval process.
• Sends reminders for missing timesheets, assignments ending in 90 days, etc.
• Creates visa letters for time & materials contractors.
• Handles pre-ID/payroll request management.
• Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA’s.
• Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.
• Uses customized and standardized situational responses and processes to resolve customer issues.
• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.
• Makes recommendations to improve efficiencies where applicable.
• Works to meet all contracted SLA’s and works to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager.
• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.
• Maintains and continually increases knowledge of supported software solutions.
• Assists with training of peers in the standards and practices within the Customer Support organization.
• Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
• Receives and reviews new requisition requests daily using the VMS tool.
• Enters the requisition into the CM system promptly and accurately.
• Validates entries to ensure accuracy.
• Interacts and coordinates with the Program Managers and Advisory Consultants frequently to communicate questions and receive updates on current requisition activity.
• Updates the requisition record as directed by the Program Managers and/or Advisory Consultants tocinclude changes, cancellation, and status changes.
• Maintains thorough and accurate documentation on any end user interactions.
• Participates in special projects and performs other duties as assigned.

Experience:
• Minimum of two (2) years’ work experience in a service level industry and/or one (1) to three (3) years’ experience in a customer service environment or equivalent.

KNOWLEDGE, SKILLS & ABILITIES:
• Skilled in communicating effectively verbally and in writing.
• Ability to establish and maintain effective working relationships through strong customer service skills.
• Proven ability to work in a fast-paced and dynamic environment.
• Possess strong attention to detail.
• Proficient with Microsoft Office products, such as Word, Excel, PowerPoint, and Outlook.

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organisation with multiple different roles, our application process can vary.

Onour career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 01-05-2025