Job Description

Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose -- a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose -- people --then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
The Customer Service Specialist (Service Operation 2) is a pivotal role responsible for delivering exceptional service to our customers while owning the end-to-end service process. This customer-facing position focuses on service request handling, quotation delivery, and ensuring overall customer satisfaction. As a liaison between customers and internal teams, the role involves effective communication, coordination, and problem-solving.
Key Responsibilities:
1. Customer Interaction:

• Serve as the primary point of contact for customers, addressing their inquiries and providing assistance with service-related matters.
• Build strong, long-lasting relationships with customers to enhance overall satisfaction.

2. Service Request Handling:

• Receive and process service requests through various communication channels, ensuring prompt and accurate data collection.
• Collaborate with customers to understand their specific needs, preferences, and timelines.
• Maintain meticulous records of service requests and customer interactions.

3. Quotation Delivery:

• Work closely with relevant departments to generate precise quotations tailored to customer requirements.
• Ensure timely delivery of quotations to customers and be available for clarifications or additional information.

4. End-to-End Ownership:

• Take complete ownership of the service process, from the initial customer request to service delivery and follow-up.
• Coordinate with internal teams to ensure the seamless execution of services, addressing any customer concerns or issues promptly.

5. Customer Satisfaction:

• Monitor and measure customer satisfaction levels, seeking feedback and continuously improving service quality.
• Address and resolve customer complaints or issues to ensure a positive customer experience.

Qualifications and Skills:

• Bachelor's degree or equivalent (business-related field preferred).
• Proven 3-6 years of experience in a customer service or customer-facing role.
• Strong interpersonal and communication skills, with a customer-centric approach.
• Proficiency in customer service software and tools.
• Exceptional organizational and time management abilities.
• High attention to detail and accuracy in documentation.
• Ability to manage multiple tasks and work effectively under pressure.
• Problem-solving skills and the ability to address customer concerns.
• In-depth knowledge of the company's products and services.
• Positive attitude and a commitment to delivering top-notch customer service.

This job description outlines the key responsibilities and qualifications for the Customer Service Specialist position (Service Operation 2). The successful candidate will be expected to take ownership of the end-to-end service process, maintain strong customer relationships, and collaborate with internal teams to ensure a high level of customer satisfaction.
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!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com