Customer Success Specialist

Location: Tulsa, OK Area

Description:
The CWP – Customer Success Specialist supports the CWP business model as the first point of contact & liaison for CWP related issues and questions. CSS will partner with HR Shared Services, Workday CWP Product Owner, finance, IT, and procurement and have interactions with Assignment Managers, contingent workers, suppliers, and CWP team on a daily basis. This role provides process and procedure guidance and resolution, covering all areas of CWP including timekeeping, invoicing, contract terms & conditions (i.e., rates, ancillaries), compliance, data loss prevention, general supplier, or assignment manager inquires as well as level one technical support on CWP systems and tools. The ideal candidate will have a good working knowledge of contingent workforce processes and best practices.

Responsibilities may include:

• Handles issues/inquiries submitted via phone, over the intranet, or chat in the form of tickets, in a timely manner.
• Seeks to understand concerns and issues and demonstrates resourcefulness to problem solve and ensure resolution of issues.
• Follows up with stakeholders and communicates effectively to meet their needs.
• Manages a wide range of questions and explains CWP policies & procedures to provide answers.
• Documents all customer inquiries, issues and transactions using Workday software system.
• Learns and adapts to the current (Beeline)/new VMS system, as well as Workday and helps troubleshoot inquiries and technical issues for these systems of records as it relates to CWP.
• Triages with appropriate key stakeholders (tier 2 and 3 level teams) as necessary to determine the appropriate next level of support.
• Recognizes trends of unusual events, consistent problem areas, and/or issues affecting customers and engages the appropriate support to resolve the issue.
• Provides recommendations or suggest methods to update, simplify, and enhance processes, procedures, and technologies, including performing reviews of FAQ’s, new policies, and procedures.
• Identifies knowledge gaps and communicates with CWP Director and/or CoE to ensure accurate knowledge articles/trainings are available.
• Works with appropriate key stakeholders to build documentation inside WD article to improve processes and knowledge sharing.
• Assists with the implementation of programs, policies, and services provided by the company by acting as the customer’s first line of contact.
• Maintains compliance data privacy and confidentiality.
• Maintains a broad knowledge of CWP & VMS policies, processes, and procedures.
• Collaborates with HRSS Connections Lead and WD CWP product owner to ensure transparency in data reporting, unresolved/on hold cases, and upcoming product enhancements and/or releases
• Provides training to key stakeholders and CWP, as necessary.
• Assists with other projects as needed.

Qualifications
Basic/Required:

• Must be legally authorized to work in the United States as a U.S. citizen or national, or an alien admitted as a permanent resident, refugee or asylee
• 1+ years of HR, Recruiting , Contingent or Customer Service experience
• Basic proficiency in Microsoft Office

Preferred:

• 5+ years of Staffing Agency or Contingent Workforce Program in-house experience, internally or externally managed
• 1+years’ experience in fully integrated contingent worker program VMS (e.g., VNDLY, Fieldglass, Beeline)
• Strong understanding of contingent workforce guidelines, risk, compliance and best practices.
• Experience working in a team-oriented, collaborative environment with excellent customer service skills
• Ability to multi-task and prioritize workload.
• Communicates effectively at all levels, including written and verbal
• Takes ownership of actions and follows through on commitments by courageously dealing with important problems, holding self and others accountable, and standing up for what is right.
• Generates effective solutions based on available information and makes timely decisions that are safe and ethical, even when faced with challenges and demands