Customer Resolution Specialist
Hyde Park Campus
83766 Shared Services
About the Unit
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.
- 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
- 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
Education, Experience, and Certifications:
Education and Experience:
- Bachelor's degree or 3-5 years of work experience in a customer facing role required
- 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
All required documents must be submitted to be considered for this position
- Cover Letter
- Reference list
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application
Depends on Qualification
Scheduled Weekly Hours
Job is Exempt?
Drug Test Required?
Does this position require incumbent to operate a vehicle on the job?
Health Screen Required?
Remove from Posting On or Before
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