Service Center Representative

Job Description
- The Service Center Representative I will actively listen and gather information to accurately respond to and resolve inquiries using standardized service center intake procedures, policies, knowledge management systems, and reference materials. Provide guidance to employees on locating relevant documentation via internal portals and websites Accurately interpret and support system-wide initiatives and programs Escalate inquiries to the appropriate team members based on complexity using case management and call transfer protocols Ensure compliance with data administration rules, security standards, and functional policies and procedures Support activities related to data definition and classification in accordance with organizational policy Collaborate with team members to foster a positive and productive work environment Follow all service center policies, processes, and training requirements Prioritize tasks to meet defined Service Level Agreements (SLAs)
Identify opportunities to improve and update knowledge base content Maintain and protect sensitive information in accordance with record handling and retention requirements; report any breaches immediately Assist with ad-hoc projects and testing as needed, including extended hours when required

Skills and Requirements
- Strong communication skills are crucial; must have solid customer service experience Ability to handle Epic-related calls General IT support experience Intake and ticket tracking Ability to follow an established knowledge base Clear documentation of issues Support intake and tracking processes