Customer Resolution Specialist

May 13, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago Shared Services Office (SSO) is a customer service organization focused on providing user-friendly, high quality and cost effective administrative services to the university community. The SSO offers key procure-to-pay and human resource transaction services to customers through consistent processes and enabling technology.

Unit Job Summary: 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. Essential Functions: - 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 Service 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 Services 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

Unit Education: Bachelor's degree or higher in a related area required

Unit Experience: Required Experience: - Experience in a customer facing inbound Contact or Call Center environment with 5+ years of relevant experience - Experience with various Contact or Call Center computer related technologies required Desired Experience: - Previous experience in a higher education setting - Familiarity with administrative processes, procedures, and systems within a university setting - Procure-to-Pay or Human Resources functional experience preferred

Unit Job Function 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

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