Engagement Coordinator
2 weeks ago
**SUMMARY**:
**GENERAL RESPONSIBILITIES**:
- 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.
- 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
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Engagement Coordinator
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Engagement Coordinator
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