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Customer Operations Specialist

Location:

Branchburg - New Jersey - USA, Indianapolis - Indiana - USA, Irvine - California - USA, Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

2019000225
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Description

The Customer Operations Specialist (COS) assumes ownership and primary service point of contact to manage Workforce Ready customer issues to closure working cross-functionally with Professional Services, Product Management, Finance, Sales and Support. COSs are responsible for coordinating resources needed across multiple teams and management to effectively resolve issues. This includes but is not limited to:

• Collaboration with team members to identify root cause of escalations and ensure satisfactory resolution of outstanding issues
• Coordinating and facilitating calls with customers and internal team members to discuss open issues and develop resolution paths
• Handling non-technical customer support requests
• Processing contract cancellations and maintains process documentation
• Generating reports for various departments as requested
• Effectively handling all incoming and outgoing questions/issues from internal teams as well as customers
• Resolving issues or escalates as appropriate including:
o Billing (i.e. billing flags, pricing, etc.)
o Credits
o Cancellations
o Contract terms
o Lifecycle experience
o Support transition

Qualifications

• 2 plus years customer service/operations and/or account management experience within a SaaS environment; Workforce Ready (WFR) experience a plus
• Ability to creatively problem solve and research as well as bring timely resolution to issues
• Strong organization, planning, and time management skills
• Strong attention to detail - managing & controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations
• Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to resolve an issue while often influencing without authority
• Excellent communication skills (both written and verbal) are required to support the role of cross functional liaison
• Ability to work independently as well as in a team environment

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.