"Contact Center Representative"

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transactional support.

The SSC maintains a strong focus on customer service with expectations for timely and accurate processing of requests. Reporting to the Contact Center Supervisor, each Contact Center Representative serves as an important member of the Health Response Call Center. You will serve the campus community by connecting them to information and U-M resources related to vaccination, infection prevention, and campus public health response. You will be working in a high-volume, transactional environment that requires a strong attention to detail. This position is expected to meet productivity & accuracy standards.

Work Schedule:

Monday- Friday, 9 am - 6 pm with a one-hour scheduled lunch.

Because occasional on-site presence may be required, you are expected to live within a reasonable commuting distance to Ann Arbor. You are required to have a high-speed internet connection and a designated working space in your home. The home work environment should be free of distractions to ensure focus. You will have access to confidential information; therefore, the workspace should provide adequate privacy to protect sensitive information. Equipment, including a laptop and monitors, will be provided for your use. Occasional overtime may be required to ensure customer requests are completed on time.

Please note:

• Visa sponsorship is not available for this position
• This position is a 12-month term-limited position

Responsibilities:

• Prioritize and complete work received throughout the day, while simultaneously receiving inbound calls from customers
• Answer callers' questions based on available information and knowledge base content
• Escalate calls to partner units
• Review and verify vaccination information
• Assist students with vaccination requirements and information submission
• Respond to emails from customers
• Use a case management tool to create and resolve phone and email tickets
• Suggest and create new knowledge base content and help keep information current and up-to-date

Required Qualifications:

• High School diploma or equivalent
• 1+ years of experience providing customer service
• Intermediate level proficiency with data entry and computer skills
• 1+ years of experience with business or medical software solutions

The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website: https://ssc.umich.edu/.