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Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

Description

Job Summary




The UKG Employee Engagement Center is responsible for building strong working relationships with our customers by assisting their employees with their health and welfare benefits and payroll inquiries. We are looking for a Human Resources Services Coordinator to deliver an exceptional and effortless experience to employees by answering questions in an inbound call center environment.




With this position, you will have the opportunity to enter a career where you:

Enhance your customer service and account management skills

Support a Cloud-Based Enterprise application

Become an authority at solving payroll, benefits and HR-related issues

Work with a highly engaged and collaborative team




The job entails playing a critical role in supporting end users of our award-winning UKG Pro Payroll and Benefits solutions within a team environment. You will be providing in-depth analysis and timely resolutions or workarounds for employee needs. This role requires sharp analysis, problem determination, and troubleshooting skills.




Duties and Responsibilities




Provide best-in-class customer service skills with a proactive approach to create exceptional customer satisfaction

Provide support to customers by serving as the first point-of-contact to their employees

Learn and navigate UKG Pro Payroll and Benefits systems in order to respond to end-user needs and inquiries

Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system

Ask relevant questions to define the root cause of a problem and generate solutions

Provide explanation of benefits options based on customers summary plan descriptions and UKG knowledgebase

Assist with life event changes for newly eligible employees, marriages/births and related dependent verifications

Assist employees with Annual Enrollment related questions

Assist employees with questions related to Payroll and Taxes

Acquire and expand knowledge of product offerings, support policies and methods of support delivery

Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication channels

Maintain discretion and professionalism with team members and customers

Resolve issues by making quality decisions

Qualifications

Basic Qualifications:

1-3 years customer service experience

1 year experience handling difficult or sensitive situations in a professional, timely, and thorough manner



Preferred Qualifications:

Experience with large corporate payroll processing or benefits administration

Knowledge of multi-state payroll tax laws

Fluent in Spanish and/or French Canadian

Strong verbal and written communication skills with demonstrated ability to communicate effectively

Ability to set and manage customer expectations

Effective collaboration and time management skills when presented with multiple tasks

Highly motivated and team oriented

Possess high degree of technical skills that can be applied to perform tasks effectively

Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills

Understands priorities and what is most important to both internal and external customers

Must be coachable and willing to learn

Superior interpersonal skills with the ability to work with various types of customers

Problem solver enjoys helping others

Great listener while showing attentiveness, flexibility, patience, and empathy





Experience, Education, Certification, License and Training:

BS/BA degree preferred or equivalent work experience

Certification in Benefits Administration industry a plus

FPC/CPP Certification preferred