Remote Customer Care Agent - Shared Services Center

Job Description - (Remote) Customer Care Agent - Shared Services Center (28800)

(Remote) Customer Care Agent - Shared Services Center 28800

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

The Customer Care representative will serve as a remote resource to 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. Your strengths include being passionate about helping others and taking accountability to ensure a positive customer experience. You’re resourceful and know how to think strategically and pull together resources (both internally and externally) for just the right solution. You are motivated to set and meet goals.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 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

• Respond to customer inquiries and service requests by phone, email, or chat through the case management system
• Provide accurate information to resolve customer inquiries
• Log case notes in the case management system for each customer inquiry or request
• Ask related 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 when needed and facilitate resolution with outside entities
• Troubleshoot problems and resolve items within your scope; provide detailed information on items escalated to other business units
• Update and communicate with customers to provide them with expectations on service and value being delivered
• Upon updating customer, mark cases as resolved when customer requests are fulfilled, or inquiries are answered
• Submit new knowledgebase articles through supervisor based on inquiries received in the SSC
• Submit request through supervisor 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

Collaborate with supervisor to meet or exceed contact center metrics

Pay Grade: 13
Hours: 8:15am-4:45pm EST

• High school diploma
• A minimum of one (1) year of experience:
  • Must be able to communicate well and work with a variety of constituencies
  • Must be skilled in Microsoft Office Products
  • Must be proficient in Windows-based applications and…