Job Description: The Customer Service Representative (Service Operation 1) plays a critical role in providing exceptional service to our customers. This position is responsible for handling service requests and ensuring the timely delivery of quotations. As a customer-facing role, you will be the primary point of contact for clients and must maintain a high level of professionalism and customer satisfaction. Key Responsibilities: 1. Customer Interaction: Act as the first point of contact for customers seeking service assistance. 2. Service Request Handling: Receive service requests from customers via various communication channels, such as phone, email, or online portals. 3. Product Expertise: Develop an in-depth understanding of UKG products, their features, and their functionalities. Stay up-to-date with product updates and changes. 4. Functional Knowledge: Possess a comprehensive understanding of how UKG products integrate with various HR and workforce management processes. Be able to provide expert guidance on best practices and solutions. 5. Customer Environment Awareness: Gain insights into each customer's unique environment, including their organizational structure, processes, and challenges. Customize support based on 6. **Technical Troubleshooting:** Assist customers in resolving technical issues and product-related problems. Troubleshoot and diagnose issues efficiently. 7. Quotation Delivery: Collaborate with the relevant departments to generate accurate quotations for the requested services. Qualifications and Skills: + High school diploma or equivalent (Bachelor's degree preferred). + Previous 2-4 years of experience in a customer service or customer-facing role. + Strong communication and interpersonal skills. + Proficiency in using customer service software and tools. + Excellent organizational and time management abilities. + Attention to detail and accuracy in documentation. + Ability to work effectively in a fast-paced environment. + Problem-solving and conflict resolution skills. + Knowledge of the company's products and services (training provided). + Ability to handle high-stress situations with professionalism. It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.