Services Operations Specialist II

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do 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.