On-site Customer Care Agent - HSC Shared Services

Job Description - (On-site) Customer Care Agent 2 - HSC Shared Services (28788)

(On-site) Customer Care Agent 2 - HSC Shared Services 28788

The HSC Shared Services Center at West Virginia University is currently accepting applications for a Customer Care Agent 2.

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.

Self-starters who are excited about building customer relationships, earning their loyalty and trust. You are enthusiastic about making customers happy. Some of your strengths include being passionate about helping others and taking accountability to ensure a great customer experience. You’re resourceful and know how to pull together just the right solution from your toolkit. You like to set and meet goals.

• 15 annual leave (vacation) days per year or more based on years of service ( employee leave )
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information ? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

• 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…