Job description

Teachers On Call (TOC), a Kelly® Education Company, is a substitute staffing service that hires licensed teachers, paraprofessionals, and early child care staff. We partner with schools and centers in the Midwest and Northwest to fulfill their needs for short-term, long-term, and permanent substitutes.

The Client Services Manager is responsible for the development and execution of strategies pertaining to account and portfolio maintenance and growth. This position will serve as the primary point of contact for all client key stakeholders and is responsible for the overall client relationship and service delivery. As a business partner to the client this role acts as an extension of the client’s HR department, develops and maintains relationships with multiple stakeholders and temporary workforce. This individual will serve as the escalation point for service issues and is responsible for proactive problem resolution.

The success of this individual will be impacted by their ability to communicate effectively, the articulation of additional services to enhance the existing portfolio of support, the establishment of strong working relationships with the client, and the development of effective partnerships with the relevant internal functions (recruiting and onboarding, talent care, etc) to drive client retention.

FUNCTIONS:

60% - Account Management

• Maintains thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends
• Must have consistent knowledge of talent pool health (size, engagement, challenges)
• Collaborates with TOC stakeholder groups regarding recruiting strategies based on client need
• Maintains a working relationship with the Talent Services and Onboarding to ensure all client training needs are being met
• Serves as contact for customer issues, identifies and executes appropriate actions to resolve issues and/or escalates as appropriate, and monitors results to ensure action plans are effective
• Participates in customer meetings, analyzes customer needs, makes staffing recommendations, and secures staffing requests
• Must have complete knowledge of contractual agreements in order to ensure 100% compliance

• Manages assigned functions of account P&L (e.g., cost of services, documentation of cost savings, and demonstration of value-added services to the district)

• Determines customer reporting requirements and documents information appropriately

• Creates, reviews, and analyzes reports and statistics, taking action when necessary.

• Provides end-user technical support on programs that assist in the customer order process

• Maintains exceptional customer service by fielding and acting on incoming calls and emails, responding to team, customer and employee needs via email, phone or in-person, and soliciting client/employee feedback to improve

• Provides additional administrative support as necessary to ensure internal and external customer satisfaction
• Monitors customer satisfaction levels and develops plans to ensure customer expectations are met

• Identifies process improvements, and ensures consistent service levels.

40% - Business Development

• Acts as consultant and proactively identifies growth opportunities with new principals and district administrators.

• Maintains thorough understanding and knowledge of district’s operations, market and industry trends.
• Develops strong relationships with new and existing districts-users by understanding their operation and staffing needs.
• Communicates and demonstrates the value of TOC solutions via customer meetings, presentation or sharing of industry analysis, best practices, and/or thought leadership materials
• Provides consistent industry and talent insights to key client stakeholders in order to educate, create brand loyalty and provide client with information for future business decisions
• Executes the account strategy with input and support from internal TOC stakeholder groups (e.g. Sales, Talent Operations, R&O, Central Practice, etc)
• Manages and grows relationships with stakeholders across the district/school’s organization
• Demonstrates understanding of the client’s priorities, processes, policies and procedures
• Proactively identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the customer experience
• Attends monthly board meetings, promoting TOC visibility and staying apprised of school system initiatives/changes/challenges/opportunities that could impact our business.

• Seeks first-hand customer feedback and applies feedback to improve service

• Prepares and presents Monthly, Quarterly, Annual, Ad Hoc business reviews

REQUIREMENTS:

Education: High School Diploma or equivalent
Years of Experience: 4+ years
Types of Experience: Customer service, staffing, client or account management
Location: Primarily at one locations; some required travel between sites
Travel Requirements: Yes - < 25%

This description reflects assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Job duties may be reviewed upon request for disability related accommodation.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Bloomington, MN 55425: Reliably commute or planning to relocate before starting work (Required)

Experience:

• client/account management: 1 year (Preferred)

Work Location: One location

www.colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.colinoncars.com is the ideal place to find your next job.