Human Resources Services Coordinator

at  UKG Ultimate Kronos Group

COMPANY OVERVIEW

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 & QUALIFICATIONS

Description
About The Team:
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

About The Role:
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
About You:

Basic Qualifications:

• 1+ years’ experience in a fast-paced customer service and/or technical support environment
• 1+ years’ experience handling difficult or sensitive situations in a professional, timely, and thorough manner

Preferred Qualifications:

• HR, Payroll, Benefits Administration and/or HCM domain experience
• Experience working with/in UKG Product suite
• Knowledge of multi-state payroll tax laws
• Fluent in Spanish and/or French Canadian
• Knowledge of support tools such as Salesforce, RingCentral, or other remote access tools
• Bachelor’s Degree preferred

• 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 decision