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.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform 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.

ADDITIONAL INFORMATION:

Strong guest relations skills, ability to handle multiple priorities, manage confidential information while displaying a high degree of tact; effective problem solving and communication skills required. Regularly scheduled in the Service Center and periodically in office area.

A minimum of four weeks of on the job training, with two-four more weeks of a representative or supervisor overseeing the new TM’s work.

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

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE