About This Role
This Engagement Coordinator role provides front-line customer service to internal team members, clients, vendors, and users for various supported Vendor Management Software solutions. The coordinator is responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to end users, working with all parties within the Center of Excellence for problem resolution.
Responsibilities
- Manage the contractor onboarding process
- Respond to tickets and inquiries including general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, and conversion fee inquiries
- Handle furlough tracking and exception approval process
- Send reminders for missing timesheets, assignments ending in 90 days, etc.
- Create visa letters for time & materials contractors
- Handle pre-/payroll request management
- Respond to and answer all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLAs
- Use working knowledge of various supported Vendor Management Software to troubleshoot issues
- Use customized and standardized situational responses and processes to resolve customer issues
- Recognize and gather relevant information on customer issues/scenarios requiring further solutions
- Escalate such issues according to standard escalation process
- Make recommendations to improve efficiencies where applicable
- Work to meet all contracted SLAs and work to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager
- Document and escalate all contacts reported by users following Customer Support standard operating procedure
- Maintain and continually increase knowledge of supported software solutions
- Assist with training of peers in the standards and practices within the Customer Support organization
- Create and maintain electronic records and fields (e.g., customer numbers, cost center numbers) in support of the requisition entry set up
- Receive and review new requisition requests daily using the VMS tool
- Enter the requisition into the CM system promptly and accurately
- Validate entries to ensure accuracy
- Interact and coordinate with the Program Managers and Advisory Consultants frequently to communicate questions and receive updates on current requisition activity
- Update the requisition record as directed by the Program Managers and/or Sr Program Consultants to include changes, cancellation, and status changes
- Maintain thorough and accurate documentation on any end user interactions
