Job Description

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Job Title: Client Success Associate

Department: Client Success

Position Type: Full-Time

Location: McKinley, Temporary Work-From-Home due to Pandemic

About the Role: The main function of this position is acting as a front-lines support for clients with the goal of providing the best client and candidate experience. This requires the handling of day-to-day operational inquiries and questions from clients, including responding to all client requests, shaping and managing client expectations, recommending solutions, and working with the Client Success Partner and other Sterling cross-functional teams to address client issues and requests.

This Is What You'll Do:

Support and respond to client and internal team requests

Interact with clients via e-mail and phone, as well as build and maintain relationships with client users

Work with Client Success Partner to identify trends and bringing any issues found to quick resolutions

Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations

Become subject matter expert and conduct training for users on the Sterling system

Manage open items with various internal departments regarding issues related to Verifications, Criminal, Drug & Health Screenings, Order Creation, Finance, specific rush orders, etc.

Complete additional project requests as assigned by Client Success Team

This Is What We're Looking For:

Must be able to analyze a situation and respond quickly in a courteous and professional manner

Must have excellent communication both written and verbal.

Must understand all aspects of the Sterling Fulfillment Process for all products related to the client's hiring program and be able to effectively explain them to the requestor.

Capable of handling a large number of calls and e-mails

A self-starter and have an ability to see the process through from start to finish

An individual who does well under pressure with time-sensitive projects

Ability to prioritize tasks and respond/escalate appropriately

Possess exceptional follow-up skills and is able to resolve issues quickly and effectively

2 Years of Client Success or Customer Service experience (prior experience working at Sterling or within the industry a plus)

Must have documented experience working on client-facing projects

Working knowledge of Sterling applications and processes preferred

No suspension in the last 6 months

Not more than 3 critical errors in the last 6 months (no active CAP written warning on file)

No attendance issues (no active written warning on file) and zero instance of No Call/No Show

Must have a performance rating of at least 2.0/Successful in the most recent performance review

Must have at least 1 year tenure in his/her current role (if applicant is from a different department) or at least 6 months tenure if coming from the same department/LOB.

Employment Type: This is a full-time probationary position for 3 months. Confirmation to permanent role will be dependent on the employee's performance. Selected candidate will be assigned in the night shift at McKinley.

Probationary Standards:

Post call Surveys

Quality (Emails and Calls)

Productivity (cases & activities /day) (Discretionary - depending on the account that will be given after a month of training)

Proactive Contact (Discretionary - depending on the account that will be given after a month of training)

Complaints

Client Retention (Discretionary - depending on the account that will be given after a month of training)

RONA Calls

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Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.