Job Description

About the role Pontoon is hiring an Engagement Specialist to provide front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. The successful candidate will be accountable for communicating ongoing issues through the appropriate escalation process and providing timely feedback and replies to the end users. The Engagement Specialist has to work with all parties for problem resolution and has to provide a professional reply and exhibit strong customer service orientation when dealing with all internal and external clients. The Adecco Group is one of the world’s leading HR Solutions Providers and by joining our company you can reap the rewards, recognition and benefits of a company that is big enough to make an impact, but small enough to care. If you want to be in a role that is at the forefront of helping The Adecco Group to continue to build an inclusive culture, then keep reading. What you’ll be doing

• Using working knowledge of various supported Vendor Management Software to troubleshoot issues.
• Using standardized situational replies and processes to resolve customer issues.
• Recognizing and gathering relevant information on customer issues/scenarios requiring further solutions. Escalating such issues according to standard escalation process.
• Making recommendations to improve efficiencies where applicable.
• Working to meet all existing SLA’s and works to improve overall process by recommending improvements to Supervisor.
• Assisting with training of peers in the standards and practices within the organization.
• Creating and maintaining electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
• Receiving and reviewing new requisition requests daily using the VMS tool.
• Entering the requisition into the CM system promptly and accurately.
• Assigning ownership of requisitions to Engagement Coordinators
• Assistingwith scheduling all action steps in the hiring process to include: Intake calls, supplier calls, resume review sessions, interviews, interview debrief, offers, onboarding tracking, etc.
• Reviewing supplier data to assign appropriate suppliers to each requisition; this data will also be used by Engagement Coordinator to shortlist resumes.
• Coordinating with the Program Managers and Program/Advisory Consultants frequently to convey questions and receive updates on current requisition activity
• Updating the requisition record as directed by the Program Managers and/or Program Consultants to include changes, cancellation, status changes.
• Maintaining thorough and accurate documentation on any end user interactions.

About you We want to set you up for success! To help us do that, here is what we are looking for from you:

• Completion of post-secondary education in related field or years of equivalent experience demonstrating progressive responsibility.
• 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.
• Skilled in communicating effectively verbally and in writing, to include formal documentation.
• Able to establish and maintain effective working relationships through strong customer service skills.
• Proven ability to work in a fast-paced and dynamic environment.
• Able to utilize tools and available data to make informed decisions and take appropriate actions.
• Possess strong attention to detail.
• Strong time management skills and the ability to work independently.
• Proficiency with Microsoft Office products, such as Word, Excel, PowerPoint and Outlook.

Why choose us? 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 Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful. Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together. Make an impact where it matters most. A journey to bring out the best in you We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organisation with multiple different roles, our application process can vary. On our career site, you will find some of the key steps you can expect to guide you along the way. As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.