Team Member and Client Relations Specialist

POSITION PURPOSE

The Team Member & Client Relations Specialist is responsible for the management of employee relations for Goodwill Staffing Services (GSS) team members and client relations for Goodwill Staffing Services (GSS) customers. Primary responsibilities include serving as the first point of contact for all GSS related employee relations, handling the on-boarding process for new hires, providing coaching and counseling to GSS team members, managing the off-boarding process for GSS team members, and handling customer inquiries and issues.

The Team Member & Client Relations Specialist is a member of the Quality Team.

ESSENTIAL FUNCTIONS

• Acts as the primary liaison between Goodwill of Delaware & Delaware County, GSS customers and GSS team members. Builds and enhances relationships with assigned customer accounts, identifying opportunities to enhance engagement and expand services.
  
• Responsible for all GSS related employee relations. Serves as the first point of contact for GSS employee relations queries and conducts the initial intake to gather relevant information. Responds to concerns regarding GSS team member performance including counseling, discipline, and termination. In close collaboration with Human Resources, determines the appropriate resolution to address GSS team member concerns.
  
• Manages the on-boarding process for all GSS team members, including interns, and responds to queries related to the on-boarding experience. Contacts the GSS team members and/or site administrators to resolve issues related to the completion of the on-boarding documents.
  
• Manages the offboarding process for all GSS team members, ensuring accurate and timely entry of assignment end dates and related information in the HR system.
  
• Monitors the progress of all mandatory trainings assigned to GSS team members. Follows up with team members to ensure that trainings have been completed within the prescribed timelines.
  
• Provides payroll training to all GSS team members and collaborates with the Payroll department to troubleshoot access issues.
  
• Orders all background checks for all GSS new hires and collaborates with Human Resources on results that require additional review.
  
• Independently follows up with customers with a high sense of urgency to communicate information of a confidential and sensitive nature.
  
• Identifies and works to resolve issues with a high sense of urgency, while consistently looking for opportunities to improve the customer experience.
  
• Serves as a back-up to the Recruitment Team.
  
• Visits customer sites, tours their place of business, and maintains a high level of rapport with GSS customers and GSS team members.
  
• Performs all other duties as assigned.
  

EDUCATION/EXPERIENCE

Bachelor’s Degree in Human Resources or related field. At least two years of human resources and/or staffing experience. An equivalent combination of education and experience may be considered.

SKILLS/ABILITIES

• Demonstrated computer skills with strong working knowledge of Microsoft Office Suite
  
• Exceptional written and verbal communication skills with the ability to communicate clearly and positively to our customers and candidates as well as internal team members
  
• Exceptional interpersonal skills with the ability to collaborate effectively with a diverse constituent population
  
• Demonstrated organizational skills and ability to prioritize and multi-task in a dynamic work environment
  
• Proven performance succeeding in an organization with clear and aggressive goals
  
• Demonstrated ability to work independently and in a team environment
  
• Well demonstrated analytical and problem-solving skills
  
• Ability to be detail-oriented
  
• Willingness to learn and pursue professional development opportunities
  
• Knowledge of Paycom or other HRIS is a plus
  

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to mechanical parts. The work environment is fast paced and high energy. The noise level in the work environment is usually moderate.

INTENT AND FUNCTION OF POSITION DESCRIPTION

Position descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors may assign additional functions and requirements as deemed appropriate.

Position descriptions are not intended as and do not create employment contracts. Goodwill of Delaware and Delaware County, Inc. maintain its status as an at-will employer.