Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY: Assists Team Members in the Service Center by providing information, answering questions, and having appropriate resources available for Team Members. Hands on computer support for Team Members on all TM systems (UKG, Self Service, AskHR, uLearn, etc.) Provides project support to the AskHR Services Supervisor and/or Manager.

MAJOR RESPONSIBILITIES:

• Provides service to Team Members that visit the Service Center by assisting with inquiries in person, through email, phone, or through the Service Center system Utilizes knowledge of UO Resort to provide accurate and updated information to Team Members. Assists Team Members with Comp Ticket system questions/issues, and with basic operating knowledge of various systems (UKG/ESS/AskHR/uLearn) to include login information. Resolves and eases internal guest situations on an individual basis while maintaining confidentiality.
• Escalates issues to the Senior Coordinator or Leadership for Level 1 or Level 2 questions. Provides Payroll assistance with the distribution of Payroll cards or On/Off-cycle checks. Assists with Team Member requests for Red Carpet verification, or Custom Reward Redemption. Maintains the appearance of the Service Center by keeping informational material current and stocked and maintains the cleanliness of the room.
• Documents all inquiries and issues in service center system (Oracle Service Cloud). Responds to email inquiries received in the AskHR Services inbox. Ensures all communication responses are professional and done within a timely manner.
• Assists Leadership team when assigned, with process improvements for the Service Center that will help support our Team Members and resources available. Assist with assigned programs and occasionally phone coverage.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: Associate’s degree (AA) or Bachelor’s degree is preferred.

EXPERIENCE: 1 Year customer service experience; or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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