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.
• 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.

Basic Qualifications

• Experience with Salesforce: CPQ and Service Cloud Lightning, Proficiency in Microsoft Office Suite

Preferred 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
• Experience reviewing order form details and contract terms

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

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 Know Your Rights 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 UKGCareers@ukg.com.

The pay range for this position is $41,600 - $59,800, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers