Customer Resolution Specialist

Job Information

Job Summary:

The Shared Services Office (SSO) is a service organization dedicated to continuous improvement. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research. The SSO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.

The Customer Resolution (CR) Specialist will be responsible for answering in-bound calls and processing Service Now portal requests for the assigned human resources and procurement processes. Additionally, this position will provide first level support for question resolution, researching/resolving issues, and escalating queries as appropriate. The CR Specialist will be focused on problem solving and delivering a low-effort experience for customers by completing work efficiently and accurately, as well as by proactively anticipating future needs.

Responsibilities:

Proactively diagnose customer requests/inquiries; customize and present proposed solutions, as well as next steps to the customer
Find innovative solutions to more complex or difficult issues with appropriate escalation to higher level staff, lead, Business Partner or vendor as defined in the operational procedures and knowledge base
Efficiently resolve customer’s primary issue and also anticipate/address common downstream issues.
Determine if customer requests/inquiries require escalation to tier two (Shared Services Office functional team) or three (functional Centers of Expertise) as defined in the operational procedures and knowledge base. If escalated, ensure customer is transferred and inquiry is owned by individual in the appropriate tier
Document customer interaction in Contact or Call Center technology system
Update and maintain Shared Service Office (SSO) knowledge base for the functions in scope
Advise customers on how to use self-service tools
Open, close, and manage requests through use of the Service Now portal
Utilize call center telephony technology to manage and monitor volume of incoming calls
Performs other job duties as defined

Competencies:

Self-starter who is comfortable taking initiative
Keen problem solver
Astute listening skills and ability to build rapport, even with the most difficult customer
Attention to detail in documentation and transaction accuracy
Excellent verbal and written communication skills
Technical troubleshooting, critical thinking, and problem-solving skills
Demonstrated ability to achieve successful outcomes in handling difficult situations and clients/customers
Ability to multi-task and work within timed deadlines
Ability to participate as a team player and positively influence a group
Willingness to learn and actively seek out information and skills to improve service to the University’s clients

Additional Requirements

Education, Experience, and Certifications:

Education and Experience:

Bachelor’s degree or 3-5 years of work experience in a customer facing role required

Desired Qualifications:

Previous experience in a higher education setting preferred
Experience with various Contact or Call Center computer related technologies preferred
Familiarity with administrative processes, procedures, and systems within a university setting preferred
Procure-to-Pay or Human Resources functional experience preferred

Technical Knowledge or Skills:

Proficient with Microsoft Office suite including Word, PowerPoint & Excel required (testing will be conducted)
Basic computer skills, including email functionality required (testing will be conducted)

Working Conditions and Physical Requirements (if applicable):