TEKsystems Customer Service — Professional Guide for Clients and Candidates

Overview of TEKsystems Customer Service Philosophy

TEKsystems positions customer service as a combination of account-based relationship management and operational delivery excellence. For enterprise clients, the core model assigns a named account executive (AE) and a delivery manager; for candidates, a recruiter/placement specialist provides ongoing support through the life of the engagement. This dual-track model is designed to separate strategic client advisory (workforce planning, SOW design) from tactical sourcing and day-to-day candidate care.

Operationally, TEKsystems follows metrics-driven workflows: every engagement is tracked via a CRM and ATS platform that records submittals, interviews, offers, background status, and time-to-fill. Expect formal reporting cadence — weekly status updates during active searches and monthly strategic reviews on retained or managed services accounts — with dashboards that include SLA compliance and quality metrics.

Primary Contact Channels and Expected Response Times

Clients and candidates should initiate contact through the official site (https://www.teksystems.com) and use the “Contact Us” or region-specific contact pages to route requests. For urgent operational issues (onboarding holds, payroll discrepancies, workplace incidents) the standard practice is to escalate by email and phone to the delivery manager, then to the AE. Typical internal response SLAs you can expect: initial acknowledgement within 2 business hours for critical incidents, 8–24 business hours for priority issues, and 24–72 business hours for standard requests.

TEKsystems also supports ticketing and vendor portals for high-volume clients; these portals provide audit trails, attachments (I-9s, test results), and automated status changes. For contractors, many regions offer candidate support lines staffed during business hours (commonly 8:00–18:00 local time), and an emergency escalation path outside hours for safety or payroll-critical problems.

Onboarding, Compliance and Typical Timelines

Onboarding at TEKsystems follows a predictable sequence: offer acceptance → background + drug screen → verification (I‑9 and eligibility) → client-specific credentialing → first-day logistics. In practice, simple contractor onboards complete in 3–7 business days when background checks return quickly; roles requiring security clearances or client-specific training can extend to 4–12 weeks or more. Recruiters and delivery managers proactively drive each milestone and provide a checklist to both client and candidate.

Required documents commonly include a government photo ID, signed W-4/Tax forms for U.S. engagements, direct deposit information, and proof of certifications for regulated roles. For global placements, expect variations: tax residency forms, visa documentation, and localized statutory forms. TEKsystems integrates third-party background and drug-screen vendors to keep turnaround times consistent; clients are provided exception reports if any document or check falls outside SLA.

Typical Documents & Preboarding Checklist

• Signed offer/contract, completed W-4 or equivalent, and direct deposit authorization (submit before first pay date).
• Government ID (passport/driver’s license), social security/NI number, and any professional licenses or certifications required by the client.
• Background check and drug test authorization; client-specific security forms or non-disclosure agreements (NDA).

Service-Level Agreements, Reporting and KPIs

TEKsystems centers client reporting on a concise set of KPIs: time-to-fill, submittal-to-interview ratio, interview-to-offer ratio, offer-acceptance rate, and 30/60/90-day retention. Industry-typical targets used by TEKsystems delivery teams are: time-to-fill of 14–28 days for standard IT contract roles, 7–21 days for high-priority contract-to-hire positions, and retention targets of 85%+ at 90 days for successful placements. These targets are adjusted by skill scarcity and location.

For managed services and statement-of-work (SOW) engagements, reporting expands to include monthly burn rates, budget vs. forecast, utilization, and productivity metrics (for example, percentage of billable hours per consultant). Clients receive PDFs or live dashboards; the cadence is configurable — weekly for active searches, monthly for ongoing programs, and quarterly executive reviews for strategic initiatives.

Pricing Models, Fees and Typical Ranges

TEKsystems offers multiple commercial models: hourly contracting with time-and-materials billing, contract-to-hire, retained searches, and fixed-price SOWs. While exact fees vary by market and role, commonly observed ranges in the IT staffing industry (and used in TEKsystems proposals) are: contractor markups of 30–60% over base pay (depending on skill and benefits), direct-hire contingency or retained placement fees of 15–25% of first-year base salary, and SOW day rates varying from $500/day for junior developers to $1,800+/day for senior architects or highly specialized consultancies.

Clients should negotiate pricing tied to volume, duration, and exclusivity: larger programs (50+ hires annually or multi-year managed services) typically achieve discounts, governance bodies, and embedded delivery teams. TEKsystems standard proposals include detailed cost models, a scope of work, cancellation terms, and invoice schedules to prevent billing disputes.

Escalation Paths and Issue Resolution Workflow

Effective escalation starts at the delivery manager or recruiter level; unresolved issues escalate to the account executive, then to the regional director or service operations. For critical incidents (workplace safety, wage disputes, breach of contract) expect a formal incident report within 24 hours and a resolution plan within 72 hours. TEKsystems uses root-cause analysis for repeat problems and implements corrective action plans with agreed deadlines and measurable outcomes.

For clients, maintain a single-point-of-contact list and expected SLA matrix in the Master Services Agreement (MSA). This reduces confusion during incidents and speeds resolution. TEKsystems routinely documents lessons learned after major escalations and provides clients with action items and timeline commitments to close the loop.

Practical Tips for Maximizing Value from TEKsystems

1) Consolidate roles and volume into predictable pipelines — this reduces time-to-fill and overall cost. 2) Provide clear job profiles, must-have vs. nice-to-have skills, and realistic salary bands. 3) Use the monthly performance reviews and dashboards to align on continuous improvement actions, such as targeted sourcing channels or interview process redesigns.

Clients should also require a documented transition plan for each engagement (onboarding and offboarding), agree on measurable KPIs in writing, and request RACI matrices for responsibility assignment. These simple governance artifacts save weeks of inefficiency and align expectations between client teams, TEKsystems delivery, and contingent workers.