CU Solutions Group
  • 09-Feb-2018 to 19-Apr-2018 (EST)
  • HR Performance Solutions
  • Livonia, MI, USA
  • Full Time

The primary purpose of this position is to assist the HR Performance Solutions division of CUSG in delivering integrated human resources management solutions that optimize our customers' ability to manage their human capital. In addition the Product Support Specialist will be responsible for becoming an expert in one or more automated HR applications in order to provide excellent client service, maintain strong professional relationships, courteously and promptly resolve client questions and problems or properly refer them to appropriate personnel.

PRIMARY DUTIES:

  1. Onboarding New Clients: Contact new clients upon receipt of purchase and begin implementation process.
  2. Communicate with clients during setup process to answer any questions.
  3. Identify specific needs of client and configure HRPS' automated applications to meet those needs.
  4. Perform steps necessary to set up clients system.
  5. Establish and maintain effective professional working relations with clients: Resolve questions, requests and problems promptly and courteously.
  6. Keep clients informed of policies and procedures.
  7. Politely obtain and convey information as needed.
  8. Maintain professional reputation and provide superior client service.
  9. Participate in the proactive service culture by contacting clients on a monthly, quarterly, semiannual or annual basis, as determined by their level, for feedback on use of HRPS' automated applications.
  10. Effectively performing client technical support functions: Assist clients with troubleshooting system problems.
  11. Complete research and resolve technical questions and/or errors.
  12. Document all communication with clients in CRM application.
  13. Document reported technical problems in quality assurance application and collaborate with the product development team.
  14. Document answers to common issues for other members of the client support team.
  15. Maintain regular contact with clients to keep them informed of the status of resolving escalated technical issues.
  16. Establish and maintain effective working relations, communication and coordination with personnel and management: Assist and support coworkers as needed.
  17. Maintain regular contact with other departments to obtain information and/or to correct transactions.
  18. Keep management informed of area activities and of any significant problems or concerns.
  19. Attend and participate in weekly meetings of the product support team, prepared to discuss issues, make recommendations, and brainstorm ideas to better support clients and processes.
  20. Remain aware of the renewal/billing cycle of assigned client accounts.
  21. Contact designated persons within client accounts to ensure ongoing satisfaction with use of HRPS' automated applications and to ensure timely receipt and ultimate payment of renewal invoices.
  22. Manage a monthly discretionary budget for client gifts and manage the order and delivery of such gifts to clients.
  23. Maintain client confidentiality and adhere to the HRPS Terms of Service Agreement.
  24. Become familiar with compliance documentation in order to be respond to client questions about the organization.
  25. Stays informed of developments in the human resource areas related to our product lines: Performance Management, Salary Planning & Administration, and HR Compliance. 
  26. Maintain knowledge of MCUL & Affiliates policies and procedures.
  27. Responsible for related duties as required or assigned: Completes special projects as assigned. Ensures that Product Support work areas are clean, secure and well maintained.

SUPERVISORY RESPONSIBILITIES:

No requirement.

PERFORMANCE STANDARDS:

  • Product support is accurate, prompt and courteous.
  • Problems are quickly researched and resolved.
  • Technical questions and problems are resolved promptly, courteously and accurately.
  • Proactive service calls are made and properly documented.
  • Effective working relationships exist with personnel and management is appropriately informed of area activities.

QUALIFICATION REQUIREMENTS:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • The requirements listed below are representative of the knowledge, skill and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

  • High School diploma or general education degree (GED) and one year of related experience.
  • Prefer Human Resource experience, Credit Union experience and knowledge of HRPS products such as Performance Pro and Compease.

LANGUAGE SKILLS:

  • Ability to read and comprehend instructions, short correspondence and memos.
  • Ability to write correspondence.
  • Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.

REASONING ABILITY:

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Ability to research problems and determine resolution.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

No requirement.

OTHER SKILLS AND ABILITIES:

  • Must possess excellent verbal and written communication skills.
  • Must possess excellent interpersonal skills to insure employee and client satisfaction.
  • Must be able to work in a high, pressure, team-oriented environment.
  • Must be well organized and attentive to detail.

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CU Solutions Group
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