Job location: Hyde Park Campus

Employment Type: Full-time
Posted data: 2019-06-13
Req: JR05396
Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.

Department80766 Shared Services

About the UnitThe 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.

Job FamilyCustomer Service & Sales

Responsible for developing and maintaining good relationships with internal as well as external customers. Will ensure that goods and services provided meet the customers needs.

Career Track and Job LevelShared Services

Provides timely responses to University staff and student inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Supports a variety of University processes that cover a broad range of job families and career tracks including HR, payroll, procurement, training and IT.

B3: Has developed specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.

Role ImpactIndividual Contributor

ResponsibilitiesThe job provides specialized business support related to processes and procedures to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.

1) 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., 2) Assists in resolving customer’s primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system., 3) May assist in updating and maintaining Shared Service Office (SSO) knowledge base for the functions in scope., 4) Utilizes call center telephony technology to support and monitor volume of incoming calls., 5) Performs other related work as needed.

Unit-specific Responsibilities

1) 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.

2) 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

3) Advise customers on how to use self-service tools

4) Open, close, and manage requests through use of the Service Now portal

Unit-preferred Competencies:

1) Self-starter who is comfortable taking initiative

2) Keen problem solver

3) Astute listening skills and ability to build rapport, even with the most difficult customer

4) Attention to detail in documentation and transaction accuracy

5) Excellent verbal and written communication skills

6) Technical troubleshooting, critical thinking, and problem-solving skills

7) Demonstrated ability to achieve successful outcomes in handling difficult situations and clients/customers

8) Ability to multi-task and work within timed deadlines

9) Ability to participate as a team player and positively influence a group

10) Willingness to learn and actively seek out information and skills to improve service to the University's clients

Education, Experience, and CertificationsMinimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Preferred Qualifications

Education

1) Bachelor's degree

Experience

1) 3-5 years of work experience in a customer facing role

2) Previous experience in a higher education setting

3) Experience with various Contact or Call Center computer related technologies

4) Familiarity with administrative processes, procedures, and systems within a university setting

5) Procure-to-Pay or Human Resources functional experience

Technical Knowledge, Skills or Certifications

1) Proficient with Microsoft Office suite including Word, PowerPoint & Excel required (testing will be conducted)

2) Basic computer skills, including email functionality required (testing will be conducted)

Required Documents:

1) Resume

2) Cover Letter

3) Reference list

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

FLSA StatusNon-Exempt

Pay FrequencyBiweekly

Pay GradeDepends on Qualifications

Scheduled Weekly Hours40

Benefits EligibleYes

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredNo

Posting Date2019-06-13-07:00

Remove from Posting On or Before2019-12-13-08:00

Posting StatementThe 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.