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Customer Service Rep, Google Payroll Team

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Sunnyvale - California - United States, USA - USA - Remote

Description & Qualifications


Provides first level support to client employees for payroll, benefits, and system related inquiries including but not limited to direct deposits, missing pay, tax changes, wage garnishments, benefits, enrollments, system navigation, and password resets.

· Utilize CRM (Salesforce) to log, maintain and track inbound and outbound Service Center calls

· Support Payroll and Benefit Specialists and Leads for daily tasks or special projects as needed

· Escalate non-routine inquiries and issues to Specialists, Lead or Manager

· Perform essential peer review for Specialists

· Attend periodic review conference calls with customers and Manager to ensure satisfaction
Proactively identify call trends and issues and escalate to Lead and Manager

· Assist in creation, modification and/or testing of process documentation for each assigned client

· Utilize Knowledge Base to resolve employee inquiries and report any discrepancies or changes to client specifics

· Ensure compliance by verifying caller identification and protecting sensitive information

· Effectively apply client policies and procedures

· Adhere to SSAE 16 audit procedures


· 2 to 5 years of Customer Service experience

· Commitment to excellence and high standards

· Excellent written and oral communication skills

· Ability to manage priorities and workflow

· Acute attention to detail

· Must be flexible and able to work under time constraints to ensure that deadlines are met

· Strong organizational, problem-solving, and analytical skills

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

· Proficient using the Microsoft Office Suite of software to include Outlook, Word and Excel

· Ability to analyze and resolve problems through effective customer service interface and communication

· Ability to understand and follow written and verbal instructions

· Ability to deal effectively with a diversity of individuals at all organizational levels

· Coordinate multiple tasks simultaneously

· Understand and respond to a diverse population

· Payroll and/or Benefits Experience 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

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.

Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to 

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.