Customer Resolution Specialist

Location
Chicago, IL
Posted
Apr 17, 2018
Institution Type
Four-Year Institution


Hyde Park Campus

Department
83766 Shared Services

About the Unit

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):
  • Normal Office Environment


Required Documents:

All required documents must be submitted to be considered for this position
  • Resume
  • Cover Letter
  • Reference list

NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application

Benefit Eligibility
Yes

Pay Frequency
Hourly

Pay Range
Depends on Qualification

Scheduled Weekly Hours
40

Union
Non-Union

Job is Exempt?
No

Drug Test Required?
No

Does this position require incumbent to operate a vehicle on the job?
No

Health Screen Required?
No

Posting Date
2018-04-16-07:00

Remove from Posting On or Before
2018-10-16-07:00

Posting Statement:

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

Full time
JR01115

About Us
The University of Chicago is an urban research university that has driven new ways of thinking since 1890. Our commitment to free and open inquiry draws inspired scholars to our global campuses, where ideas are born that challenge and change the world.

We empower individuals to challenge conventional thinking in pursuit of original ideas. Students in the College develop critical, analytic, and writing skills in our rigorous, interdisciplinary core curriculum. Through graduate programs, students test their ideas with UChicago scholars, and become the next generation of leaders in academia, industry, nonprofits, and government.

To learn more about the university click here http://www.uchicago.edu/

PI102045265

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