The Customer Support Operations Rep is an internal and customer facing U Krewer who assumes ownership and primary service point of contact to manage UKG customer issues to closure, working cross-functionally with GDS, Product Management, Finance, Sales, Support, Legal, and Renewals among others. CSO Reps are responsible for coordinating resources needed across multiple teams and management to effectively resolve issues. This may include, but is not limited to:
• Triage UKG Customer Offboarding requests to validate contract dates and calculate financial obligations, route request to appropriate team(s) to action as necessary, and follow up to ensure details are complete and thorough.
• Serve as primary point of contact for UKG Customer Offboarding process to include: information gathering, status tracking, engage appropriate cross-functional teams to deliver a positive customer offboarding experience while ensuring necessary accounting and forecasting treatment takes place.
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• Communicate with internal and external business leaders in a polished manner to provide updates and guidance on pending requests.
• Initiate customer environment decommissioning based on established contractual guidelines and business policies.
• Create and maintain process documentation relevant to the Customer Support Operations Team responsibilities to ensure accuracy both internal to the team and where published to the organization.
• Ensure that data is maintained and updated in a manner that allows adequate reporting as defined by management.
• Participate in corporate initiatives and projects, as defined by management, to proactively understand process changes.
Qualifications
• Ability to creatively problem solve and bring timely resolution to issue
• Customer focused with a positive, professional attitude
• Strong organization, planning, and time management skills
• Impeccable attention to detail - managing and controlling conference calls, maintaining data tracking and issues lists, as well as setting appropriate expectations
• Ability to coordinate efforts between the appropriate functional teams while often influencing without authority
• Excellent communication skills (both written and verbal)
• Ability to work independently and in a team environment
Preferred Qualifications
• Experience with Salesforce: CPQ and Service Cloud Lightning, Proficiency in Microsoft Office Suite
• Experience reviewing order form details and contract terms