Customer Care Agent 2 - HSC Shared Services
About the Opportunity
The Customer Care representative will serve as a resource at our storefront locations and assist our clients with a variety of requests in the areas of finance, grants, and workforce administration. The WVU SSC is a customer service organization that provides customer support and transaction services to the University in the areas of finance, human resources and post award grants management. Success in this position will be based off the ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience. All members of the SSC are responsible for advocating for customers to improve their experience at WVU.
What You'll Do
- Analyze requests to provide face to face customer service; respond to customer inquiries and service requests by phone, email, or chat through the case management system; Work as a subject matter expert in the areas of finance, accounting, grants, or any function supported by Shared Services
- Research, troubleshoot, and assist in resolving requests that come in to the storefront locations from a variety of constituents in a timely and efficient manner
- Serve as liaison with other units to ensure case resolution; proactively review cases to ensure Service Level Agreements are met without backlog
- Assist Tier 1 Customer Service Agents with training, mentoring, and complex customer inquiries
- Assist Customer Care Supervisor with escalated customer inquiries
- Provide support for questions for Tier 1 Customer Service Agents
- Provide accurate information to resolve customer inquiries
- Log case notes in the case management system for each customer inquiry or request
- Ask questions, listen intently, and identify what the customer really needs; this should be done in a conversational way making it easy for the customer to share thoughts
- Escalate issues to customer service leaders or to central units
- Redirect customers as best as possible for out of scope inquiries
- Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units
- Interface with customers to understand expectations on service and value being delivered
- Mark cases as resolved when customer requests are fulfilled, or inquiries are answered
- Submit requests for new knowledgebase articles based on inquiries received in the SSC
- Propose enhancements to customer service processes and procedures; act as subject matter experts
- Submit request to modify knowledgebase articles based on information learned
- Submit ideas for continuous improvement to the operations team
- Complete transactional work as needed
- Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values
- Participate in ongoing training experiences offered within the SCC and within WVU; use initial training and ongoing training to provide accurate information
- Special projects as needed/new employee development coach
- Partner with Operational Excellence team as a subject matter expert to improve knowledge articles
- Collaborate with supervisor to meet or exceed contact center metrics
Find Your Best Opportunity
Tell them AcademicJobs.com sent you!
