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? Learn more at www.ukg.com/careers  #WeAreUKG 

Description

Job Summary:
The Coordinator 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. In addition, the Coordinator provides excellent customer service to managers and associates and is well versed in payroll compliance and reporting.


Essential Duties and Responsibilities:
· 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

Qualifications

Required Qualifications/Skills:
At least 1 year utilizing Microsoft Office Suite of software to include Outlook, Word and Excel
2-3 years of direct customer service/customer support experience (utilization of customer ticketing software preferred)
2-3 years of payroll experience or knowledge, tax, and/or HR/onboarding experience
2-3 years relevant work experience

Preferred Qualifications/Skills:
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
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
Ability to explain difficult or complex concepts in easily understood terms
Experience with Ultimate Software / UKG Pro preferred
Familiarity with Salesforce (or other CRM) preferred
Familiarity with Google Suite of products (gmail, Google Drive, Google Sheets, Google Calendar)


Education/Certification/License:
(We cannot require a college degree/certification/license unless we can prove it is an integral part of the job requirement, as in a security certification to fill security position. If not an integral part of the role, we can list as “preferred”.)
Associate’s degree (A.A.) or equivalent, two years direct customer service related experience, or equivalent combination of education and experience

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.