• Act as the primary Workday support specialist (Tier 1/2) and enhancement resource. • Work independently and directly with clients to provide expert, day-to-day transactional support and 'how-to' guidance for Workday. • Manage the client help desk, receiving, interpreting, and resolving Workday incidents and service requests through a ticketing system, ensuring proper escalation and documentation through to final resolution. • Assist in Workday system enhancements, including new report development, testing execution, data loading, and utilizing integration tools. • Execute tasks quickly and accurately to meet strict Service Level Agreements (SLAs), maintaining a high commitment to client satisfaction and process improvement.

• Handle inbound customer queries via phone, email, and digital channels • Provide accurate information about products, orders, subscriptions, and deliveries • Resolve customer concerns efficiently while maintaining a friendly and empathetic tone • Represent the brand professionally and enthusiastically at all times • Capture customer interactions accurately using internal systems

• Manages Customer Service Representatives and administrative activities of the assigned Customer Service function. • Provides day-to-day management and support to customer service staff. • Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. • Monitors and evaluates customer service performance. • Identifies operational issues and process improvements, and implements strategies to improve performance. • Evaluates customer feedback through various channels. • Communicates and enforces company policies and procedures and develops and implements customer service performance standards. • Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization. • Determines training needs and establishes programs. • Compiles all customer service reporting requirements. • Develops and analyzes budgets, reports, and financial data. • Investigates and resolves escalated customer service inquiries.

• Supports CCI candidates and certificants by answering inbound calls and emails • Takes the necessary action to achieve customer satisfaction • Provides courteous, professional support in a manner that consistently meets or exceeds customers’ expectations • Processes product orders, payment information, credit card transactions, and quality control procedures • Updates records when changes occur and performs candidate registration entry and file maintenance within CCI’s various programs • Assists with the review of candidate applications for eligibility and completeness, and contacts customers when necessary to complete the application process • Assists with audit processes • Answers questions concerning all aspects of the certification/recertification process • Provides backup fulfillment duties • Coordinates data transmission between CCI and the testing agency (e.g., appointment scheduling updates) • Initiates and maintains a consultative/collegial relationship with peers, staff, volunteers, and other business entities • Participates in orientation of new staff members • Performs other duties as assigned