Solutions Specialist

Overview

The Service Point is the centerpiece of an overall strategy to create a valuable customer service experience for University students, faculty, and staff. The Service Point is the gateway for Tiger Card, Parking and Transportation, Package and Mail, Campus Dining, Housing and Real Estate Services, and student and classroom print operations. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, the Service Point team works across campus departments to complement the customer-facing systems, services, and resources available.

The Solutions Specialist is a mid-level, cross-functional team member of the Service Point, responsible for resolving matters related, but not limited, to Transportation, Tiger Card, Dining, Housing, and student and classroom print operations. It is expected that the Service Point will expand its service options, requiring additional engagement with service partners.

While this position is primarily concerned with attending to case management and more complex issue resolution, the Solutions Specialist backs up the Service Coordinator team, whenever necessary, as the extremely knowledgeable and talented first point of contact for all customers of the Service Point, which includes students, faculty, staff, parents, alumni, contractors, and visitors. The Solutions Specialist will also assist with training and developing new Service Coordinators.

The Solutions Specialist must be a technically proficient, exhaustive and detail-oriented case manager, driven to find sustainable solutions to a variety of customer issues. The Solutions Specialist manages, and works to improve, a complicated network of systems and processes that flow between various University Services departments and through external departments such as Human Resources, Facilities, Public Safety, and academic departments. Though a general understanding of a broad range of University issues and processes is required, the Solutions Specialist is expected to become an expert in specific content areas to more quickly resolve escalated customer issues.

These topic areas include, but are not limited, to Transportation, Package and Mail, Tiger Card, Dining, and Housing, and student and classroom print operations.

Using clear and professional oral and written communication skills, and by working as a strong partner with colleagues across University Services, the Solutions Specialist is responsible for making every Service Point client feel that their issue is being thoroughly and considerately addressed in a timely fashion. This may involve outreach and meetings with external departments or doing extensive research to get to the bottom of an issue.

The Solutions Specialist will use sound judgement when escalating issues, engaging regularly with the Assistant Director, Customer Service and the Customer Service Operations Manager to smoothly hand off unusually complex or longer-term customer issues to the appropriate department. Just as flows between systems are critical to the customer experience, the Solutions Specialist works with the Service Coordinator team to ensure issue and customer handoffs are seamless and, when necessary, clearly communicated to customers.

The Solutions Specialist must be extremely comfortable working in a complex and highly technical work environment to handle more complex customer issues that have been escalated from the Service Coordinator team or from other departments outside of the Service Point. During major University events, such as Move-In, Reunions, Commencement, and Opening Exercises, the Solutions Specialist team may provide additional levels of support.

A cover letter is required for full consideration. A full job description will be furnished prior to interview.

Case Management, Escalation, and Resolution

• Serves as primary, operational connection with specific departments to ensure appropriate processes and policies are working smoothly between Service Point and service delivery units of Transportation and Parking, Package and Mail, Tiger Card, Dining, Housing, and student and classroom print operations.
• Handles lengthier and more complex customer and technical issues that have been escalated from Service Coordinator team or rerouted from other departments outside of the Service Point.
• Manages workflow and troubleshooting for issues related to Service Now and SN@P, elevating and assigning customer issues to specific University Services departments as needed.
• Arranges for appointments with responsible departments when consultation with staff outside of the Service Point is required for a customer issue.
• Establishes relationships and ongoing interaction with students, customers, stakeholders, and University partners to coordinate responses to the unique issues within specific content areas of responsibility that flow through or otherwise involve the Service Point.
• Uses discretion to determine which issues are regarded as highly sensitive or…