Customer Service Representative

Job Title: Customer Service Representative

Company: Pacer Group

About the Role

Pacer Group is seeking an energetic, highly organized, and proactive Client Relationship Coordinator to support our Payroll, Employer of Record (EOR), and Independent Contractor (IC) Compliance programs. This role will serve as the primary point of contact for contractors placed across multiple client programs, ensuring a smooth experience from initial engagement through onboarding, documentation, payroll support, and ongoing care. We are willing to train the right candidate, and recent graduates are strongly encouraged to apply.

Key Responsibilities

Candidate & Contractor Coordination

• Communicate directly with candidates and contractors throughout the onboarding and employment lifecycle.
• Collect and track required hiring and onboarding documentation.
• Coordinate employment details including start date, pay rate, assignment information, work location, and client requirements.
• Follow up proactively with candidates to ensure all documentation is completed on time.
• Confirm contractors are fully cleared and ready to start before their scheduled joining date.
• Maintain regular communication with contractors before and after joining.

Payroll / EOR Support

• Serve as a one-stop point of contact for payroll contractors supporting different Pacer client programs.
• Assist contractors with payroll-related questions and route complex issues to the appropriate internal team.
• Coordinate with payroll, HR, finance, operations, and client teams to resolve contractor concerns.
• Track contractor start dates, assignment changes, extensions, and terminations.
• Ensure contractor records are accurate and updated in internal systems.

Independent Contractor Compliance

• Support the IC onboarding and compliance process.
• Collect required business, tax, insurance, banking, and compliance documentation.
• Coordinate with internal compliance teams to ensure contractors meet engagement requirements.
• Follow up on missing or expiring documentation.
• Maintain organized records for audit and compliance purposes.

Client Coordination

• Work with client contacts and internal account teams to ensure smooth contractor onboarding.
• Track client-specific onboarding requirements.
• Follow up on pending approvals, documentation, background checks, and start-date requirements.
• Escalate delays or risks before they impact a contractor's joining date.
• Provide timely status updates to internal stakeholders and client teams.

Contractor Care

• Build positive relationships with contractors throughout their assignment.
• Respond promptly to questions and concerns.
• Help contractors understand payroll schedules, timesheets, onboarding steps, and assignment expectations.
• Proactively check in with contractors to identify and resolve issues early.

What We Are Looking For

• Strong communication skills, both verbal and written.
• Comfortable speaking with candidates and contractors over the phone.
• Very responsive and active on email.
• Proactive and self-motivated.
• Ability to follow up persistently and professionally.
• Strong attention to detail.
• Ability to manage multiple contractors and client programs simultaneously.
• Good organizational and time-management skills.
• Comfortable working in a fast-paced environment.
• Willingness to learn payroll, EOR, contractor onboarding, and IC compliance processes.

Technical Skills

Basic working knowledge of:

• Microsoft Outlook
• Email communication
• Microsoft Excel
• Microsoft Word
• Internet and web-based systems
• Basic computer operations

Experience with ATS, HRIS, payroll, or VMS platforms is helpful but not required. Training will be provided.

Education & Experience

• Bachelor's degree preferred.
• Recent graduates are encouraged to apply.
• Prior experience in staffing, recruiting coordination, HR, payroll, customer service, operations, or account management is helpful but not mandatory.
• Candidates with strong communication skills and the right attitude can be trained for the role.

Ideal Candidate

The right person for this role is someone who:

• Does not wait to be reminded to follow up.
• Picks up the phone and resolves issues quickly.
• Is comfortable communicating with multiple people throughout the day.
• Keeps track of pending items and closes them.
• Takes ownership of contractor issues from start to finish.
• Understands the importance of deadlines and start dates.
• Provides a positive and professional experience to both clients and contractors.

Success in This Role

Success will be measured by:

• Contractors joining on time.
• Timely completion of onboarding documentation.
• Fast response times to contractor and client inquiries.
• Reduction in onboarding delays and missing documents.
• Accurate contractor records.
• Strong contractor satisfaction.
• Proactive resolution of payroll and compliance issues.

Why Join Pacer Group

This position is a strong opportunity for someone looking to build a career in staffing operations, payroll, HR, compliance, account management, or workforce solutions. Pacer will provide training on:

• Payroll processes
• Employer of Record programs
• Independent Contractor compliance
• Contractor onboarding
• Client communication
• Workforce management systems

For the right candidate, this role can develop into future opportunities in Client Relationship Management, Account Management, Payroll Operations, Compliance, or Program Management.