Multi-Channel Customer Success Specialist

Paycom - ATS; Town of Mukwonago (WI); On-site; USD 35,000 - 50,000; Full time

Job summary

Paycom - ATS is seeking a Customer Service Representative for the UDT unit in Mukwonago, WI. The role is the primary contact for customers via phone, email, and chat, handling inquiries, orders, and issues while maintaining a professional experience.

The position reports to the Director, Sales - UDT and collaborates with warehouse, production, Billing & Accounts, Product/Technical Support, and QA to align sales, service, and fulfillment. Strong communication and CRM skills are essential.

Qualifications

• 1+ years in a customer-facing or service role (call center, retail, hospitality) preferred.
• Strong verbal and written communication skills.
• Proficiency with CRM, ticketing, or call center software; comfortable learning new systems.

Responsibilities

• Greet and engage customers across phone, email, and chat in a friendly, professional, solution-oriented manner.
• Ask clarifying questions to understand needs before offering resolution.
• Follow scripts, policies, and escalation procedures; adapt communication as needed.
• Coordinate with warehouse/production and other departments to resolve issues beyond first-contact resolution.
• Document interactions thoroughly to support quality reviews and continuity of service.

Skills

Customer service

Communication

CRM software

Ticketing systems

Call center software

Time management

Multitasking

Problem solving

Tools

CRM / ticketing platforms

Job description

Paycom - ATS is seeking a Customer Service Representative for the UDT unit in Mukwonago, WI. The role is the primary contact for customers via phone, email, and chat, handling inquiries, orders, and issues while maintaining a professional experience.

The position reports to the Director, Sales - UDT and collaborates with warehouse, production, Billing & Accounts, Product/Technical Support, and QA to align sales, service, and fulfillment. Strong communication and CRM skills are essential.