We are seeking a highly organized and detail-oriented Customer Support Specialist to join our dynamic team. The successful candidate will play a critical role in managing and supporting our contractors and clients through various administrative and operational tasks. This position requires an individual who is process-driven, can adapt well to change, and possesses excellent communication skills.
Key Responsibilities:
- Timesheet Training and Management:
- Lead timesheet training sessions for new contractors to ensure they understand the submission process.
- Provide ongoing support and guidance to contractors regarding timesheet submissions.
- Timesheet and Invoice Follow-Up:
- Chase approval of unapproved timesheets to ensure timely processing.
- Follow up on unsubmitted timesheets to ensure all contractors comply with submission deadlines.
- Chase invoice approvals from clients to ensure timely payments.
- Contract Management:
- Chase decisions on contract extensions from clients and contractors.
- Accurately input contract extensions into the Mercury system.
- Re-push placements in the Mercury system as needed.
- Communication and Coordination:
- Relay messages and information clearly and effectively, especially when leading training sessions.
- Coordinate with internal teams, contractors, and clients to resolve issues and ensure smooth operations.
- Process Improvement:
- Identify opportunities to streamline and improve processes related to timesheet submission, approval, and contract management.
- Implement best practices to enhance efficiency and accuracy in all tasks.
Qualifications:
- High school diploma or equivalent; Bachelor's degree preferred.
- Proven experience in a similar role, preferably within a customer support or administrative capacity.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Detail-oriented with a focus on accuracy and thoroughness.
- Excellent communication skills, both written and verbal.
- Proficiency in using office software, including Microsoft Office Suite (Word, Excel, Outlook).
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.
- Strong problem-solving skills and the ability to work independently as well as part of a team.
Key Competencies:
- Organization: Ability to keep track of multiple tasks and deadlines, ensuring all responsibilities are completed efficiently.
- Process-Driven: A systematic approach to tasks, with a focus on following established procedures and improving processes.
- Detail-Oriented: Keen attention to detail to ensure accuracy in all tasks and communications.
- Adaptability: Flexibility to adjust to changing priorities and new challenges.
- Communication: Clear and effective communication skills, particularly when leading training sessions and coordinating with various stakeholders.