Customer Onsite Specialist | Philipsburg, PA | Onsite

Title: Customer Onsite Specialist

Location: Philipsburg, PA | Onsite

Duration: 6-12+ Months

Summary:

• As a Customer Onsite Specialist, you will visit different job sites maintained by Wonolo's customers (commonly a warehouse or production facility) to ensure customers and local workers (Wonoloers) have easy access to our support channels. You'll be working with both Wonoloers and customers, serving as a product expert of the Wonolo app, a problem-solver, and a human connection. As needed, you will serve as a local recruiting operations agent, helping to acquire, onboard, or assess workers for W2 jobs on the platform. You'll help Wonoloers and customers navigate routine tasks as well as new challenges. You will be immersed in a fast-paced environment that is constantly in flux. Most importantly, you will have a direct impact on supporting local workers by helping to shape the future of work.

• We're looking for someone who is organized, can take initiative, can speak to different stakeholders including job site supervisors and gig economy workers, and has problem-solving skills who can operate in an ambiguous environment. You will serve as the face of Wonolo to various Customers and Wonoloers and will ensure both are having a seamless Wonolo experience.

• This role has an anticipated duration of 3 months to start with the potential to extend. This role will work shifting schedules and requires flexibility of hours.

• We welcome qualified candidates located in the Philadelphia Area and willing to be onsite locally.

What you'll do:

• Travel to Wonolo customer locations (commonly a warehouse or production facility) and coordinate with customers on issues relating to the check-in / check-out process, time-theft prevention procedures, and other issues relating to Wonoloers' completion of jobs
• Support recruiting activities such as hiring events and contacting workers.
• Provide real-time feedback on day-to-day operations.
• Conduct basic orientation for first-day workers, including overseeing attendance and sending out daily reports.
• Monitor performance of placed candidates, addressing concerns and offering support.
• Resolve issues and conflicts that may arise between candidates and supervisors.
• Build and maintain strong client relationships by understanding staffing needs and facilitating effective communication (in person and email).
• Proactively communicate with no-shows and late arrivals, addressing concerns and taking necessary actions, including potential removal from assignments.
• Record observations, coaching, and outcomes in Google Docs, ensuring accurate and up-to-date documentation.
• Keep up to date with point tacking system and work with team members and clients.
• Help the client avoid co-employment risks by handling difficult situations, including managing workers in real time (late arrivals, early departures, providing live coaching, terminating workers, collecting badges, and de-escalating potential situations that may arise) and offering representation.

Who you are:

• 2+ years of experience in an applicable role such as staffing, operations, customer service, or sales.
• Comfortable working in an industrial environment with communication skills to engage various stakeholders with many types of personalities and backgrounds, including warehouse managers, individuals not familiar with Wonolo, and the experienced Wonoloer community.
• Ability to navigate and resolve conflicts in a fast-paced environment while maintaining professionalism.
• Solution-oriented mindset and effective communicator under pressure.
• Reliable, responsive and able to work under minimal supervision - you'll be remote & collaborating with other Wonolo team members virtually.
• Experience identifying growth opportunities and self-driven to complete tasks and to proactively solve issues.
• A positive self-starter and eager to learn - you're willing to own results, try new things, are open to feedback and not afraid to ask questions.
• Comfortable with tech platforms - e.g. Google for Business tools (Gmail, Calendar, Docs, and Sheets) and Slack.
• This role will require travel to and from customer facilities, and will therefore require a reliable form of transportation.

Nice to haves:

• Marketplace and/or startup experience
• Experience in the industrial/warehousing environment is a plus
• Proficiency with Google Suite (Sheets, Slides, Docs, Forms) and Looker

Benefits and perks:

• The opportunity for growth in a mission-driven and well-funded start-up
• Health insurance through one of our valued partners
• Company laptop
• Option to be paid in US dollars
• Access to continued learning, unlimited access to Udemy for Business sponsored by Wonolo
• Access to no-cost on-demand mental health support, including counselling, mindfulness and meditation, and wellbeing courses
• We encourage a healthy work-life balance and offer flexible schedules, an open vacation policy, and the ability to work from anywhere in LatAm (no more commutes!)
• Team outings, happy hours, company off-sites, and more!

Best regards,

Lavesh Kumar

| Sr. Technical Recruiter

STELLENT IT A Nationally Recognized Minority
Certified Enterprise

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