Engagement Coordinator

About the role

The Engagement Coordinator serves as the primary point of contact for internal teams, clients, vendors, and contractors, providing front-line support for Vendor Management System (VMS) processes.

This role is responsible for delivering excellent customer service, resolving inquiries, managing workforce-related transactions, and coordinating with stakeholders to ensure timely issue resolution and a seamless user experience.

Please note that this position is offered on a fixed-term contract until August 2027, with the possibility of extension.

• 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-/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 to include 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.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Completion of education equivalent to a US High School Diploma.
• 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.
• Fluent level of English.
• 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…