The purpose of the Client Service Lead role is to be the primary point of contact for our billable resources, including managing performance, rate changes, and future engagements. This role is also the primary contact for our clients and is accountable for managing contracts, timekeeping, and invoicing. This role demands collaboration and partnership with a variety of other internal teams to drive the resolution of escalations.
Making an Impact
• Manage billable resources to include tracking utilization, ensure receipt of and accuracy of time records for each employee, while also ensuring adherence to company payroll policies.
• Manage contract updates for extensions and other ongoing changes to ensure we can continue to provide services to the clients' demands. File appropriately, ensuring accuracy. contract records including contract end dates. Manage contract funding by ongoing review of charge number/line item.
• Respond to and resolve any inquiries or escalations regarding timekeeping and paychecks, from both employees and clients.
• Prepare and process client invoices, as well as payment posting and reconciliation.
• Create applicable customer reporting.
• Manage relationship with VMS teams/systems, BEs, BDMs.
Sharing Expertise
• Engage in regular formal and informal contact with the billable resources to create and maintain a positive, trusted working relationship that maximizes job satisfaction and overall effectiveness during client engagement. Identify and resolve consultant issues with urgency to reduce impact to project quality or client satisfaction.
• Assist sales team to provide a results-oriented experience for client. Pass client intelligence information to sales team
Gaining Exposure
• Provide suggestions for process improvement and share best practices with colleagues and peers.
• Stay current on World of Work trends and establish oneself as workforce expert.
Your Typical Day
• Respond to client performance concerns, addressing with billable resources where applicable.
• Maintain candidate databases (e.g. via our Applicant Tracking System)
• Communicate with past applicants and those about to come off of an engagement regarding new job opportunities
Other accountabilities as assigned
Qualifications:
Required
Bachelor's Degree or equivalent experience.
Proficient with Microsoft Word and Excel.
Proficiency in an online timekeeping system.
Familiarity with government time charging requirements.
2+ years of experience in the staffing industry.