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Customer Support Coordinator EEC - Payroll (Bilingual Preferred)

General information


Alpharetta - Georgia - USA, Santa Ana - California - USA, Scottsdale - Arizona - USA, USA - USA - Remote, Weston - Florida - USA


Customer Success

Ref #:


Description & Requirements


Job Summary:
The Employee Engagement Center (EEC) Coordinator position provides phone and email support in a call center environment to employees with regards to enrollments, benefit and payroll inquiries, and related questions through the Employee Engagement Center. Additional administrative tasks such as assistance with data audits may be assigned to employees in this role based on workloads in UMS.

Primary/Essential Duties and Key Responsibilities:

• Assist employees with accessing and navigating UKG Pro system
• Educate employees on system enhancements related to Benefits and Payroll
• Provide explanation of benefits option based on client summary plan descriptions
• Assists with life event changes for newly eligible employees, marriages/births and related dependent verifications
• Assist employees with Open Enrollment related questions
• Assist employees with questions related to Pay and Payroll
• Compliance and Privacy Risk training as required
• Monitor call trends and proactively notify Benefits and Payroll Specialist of any potential issues
• Correspond with benefit carriers to validate benefit coverage
• Participate in system testing in preparation for Open Enrollment or new life events
• Responsible for creating and monitoring client interactions via CRM system
• Escalate non-routine inquiries and issues to Benefits Specialist and/or Benefits Manager or the Payroll Specialist and/or Payroll Manager
• Participate in client related meetings as needed
• Answer employee questions related to payroll
• Assist with related special projects as needed
• Other duties and/or daily tasks as assigned


• Professional experience utilizing strong customer service skills
• Excellent written and oral communication skills
• Strong organizational, problem-solving, and analytical skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Proficient using the Microsoft Office Suite of software to include Outlook, Word and Excel
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Ability to understand and follow written and verbal instructions
• Ability to effectively present information and respond to questions

Preferred Qualifications:
• Bilingual in English/Spanish or English/French - Highly preferred
• Experience supporting end users within a hosted, Software as a Service offering
• Knowledge of Human Resources, Payroll, or Benefits
• Basic working knowledge of benefits ERISA laws and regulations
• AA degree or equivalent experience

Corporate 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

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.