Job Description

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, email, 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 Required Qualifications . 5+ years customer service experience . 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 . Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner . 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 . Flexible to work in Eastern Standard Time (EST) zones Preferred Qualifications include . Experience with large corporate payroll processing or benefits administration . Knowledge of multi-state payroll tax laws . Fluent in Spanish and/or French Canadian Experience, Education, Certification, License and Training: . BCom/BSc/BA degree . Certification in Benefits Administration industry a plus . FPC/CPP Certification preferred Company Overview Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired Learn more at

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