Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.
The Customer Support Operations Rep is an internal and customer facing U Krewer who assumes ownership and primary service point of contact to manage UKG customer issues to closure, working cross-functionally with GDS, Product Management, Finance, Sales, Support, Legal, and Renewals among others. CSO Reps are responsible for coordinating resources needed across multiple teams and management to effectively resolve issues. This may include, but is not limited to:
• Triage UKG Customer Offboarding requests to validate contract dates, payment services obligations, route request to appropriate team(s) to action as necessary, and follow up to ensure details are complete and thorough.
• Serve as primary point of contact for UKG Customer Offboarding process to include: information gathering, status tracking, engage appropriate cross-functional teams to deliver a positive customer offboarding experience while ensuring necessary accounting and forecasting treatment takes place.
• Communicate with internal and external business leaders in a polished manner to provide updates and guidance on pending requests.
• Initiate customer environment decommissioning based on established contractual guidelines and business policies.
• Create and maintain process documentation relevant to the Customer Support Operations Team responsibilities to ensure accuracy both internal to the team and where published to the organization.
• Ensure that data is maintained and updated in a manner that allows adequate reporting as defined by management.
• Participate in corporate initiatives and projects, as defined by management, to proactively understand process changes.
Qualifications
• Ability to creatively problem solve and bring timely resolution to issue
• Customer focused with a positive, professional attitude
• Strong organization, planning, and time management skills
• Impeccable attention to detail – managing and controlling conference calls, maintaining data tracking and issues lists, as well as setting appropriate expectations
• Ability to coordinate efforts between the appropriate functional teams while often influencing without authority
• Excellent communication skills (both written and verbal)
• Ability to work independently and in a team environment
Preferred Qualifications
• Experience with Salesforce: CPQ and Service Cloud Lightning, Proficiency in Microsoft Office Suite
• Experience reviewing order form details and contract terms
• 3+ years of experience working in a SaaS based business model in a billing, contract, tax filing Services, or customer offboarding capacity
Where we’re going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The pay range for this position is $41600-$59800 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers
