Customer Service Specialist II
Job Title: Customer Service Specialist II
Location: System Office- Sandersville
Full/Part Time: Full-Time
Job ID: 226424
The SSC Customer Service Specialist II is a non-exempt full-time position that is responsible for supporting and providing high quality customer service to the University System of Georgia’s (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other system staff practitioners; (2) Institution employees and retirees requiring assistance with system, policy and procedural support The SSC Customer Service Specialist II is located in Sandersville, Georgia and reports to the USG SSC Customer Service Supervisor. The SSC Customer Service Specialist II is a non-exempt full-time position that is responsible for supporting and providing high quality customer service to the University System of Georgia’s (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other system staff practitioners; (2) Institution employees and retirees requiring assistance with system, policy and procedural support The SSC Customer Service Specialist II is located in Sandersville, Georgia and reports to the USG SSC Customer Service Supervisor.Responsibilities
- Provides support and assistance to Level 1 Customer Service Specialists (CSS) for providing accurate and timely solutions to complex customer requests. Assists with basic training for new Customer Service Specialists.Initiates drafting and editing of common knowledge-based solutions to share with other CSS’s to facilitate efficient and prompt resolution to customers.Cross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak times.Participates on focus group discussions, search committees, special project teams as requested.Participates on specialized Customer Service projects, including but not limited to, case management system administration, schedule adherence, statistical analysis, etc.Participates and communicates messages to larger audiences via web conferences, in-person conferences, and/or special campus events.Promptly, efficiently and professionally answers and responds to inbound customer requests which include employees, retirees and Institution practitioners. Inbound requests are currently received via phone call, email, fax or case management system (ticket) inquiry.Accurately and thoroughly captures and documents necessary information and communicates accurate and timely solutions to inquiries and logs each request/inquiry into an electronic case management tracking system (via. “tickets”). Professionally handles personal, confidential and sensitive information of customers and staff using high discretion and discernment. Maintains high level of judgment and discernment concerning granting or resetting password requests to ensure correct level of verification has been provided and confirmed.Correctly and promptly assigns customer requests to appropriate subject matter experts and analysts, which may require seeking clarifying information from customer, institution, SSC Business Analyst, third-party vendor or by researching Board of Regents or University System of Georgia policy/procedures. Professionally and effectively communicates descriptive instructions to customer to resolve system-related issues. These instructions may include, but are not limited to, system password resets, electronic time and labor entry, payroll inquiries, benefits inquiries, system access, reporting inquiries, etc. Multi-tasks through various computer-based applications in order to troubleshoot the customer issue or inquiry. Recognizes and promptly escalates customer issues to management for assistance.Provides recommendations to Customer Service management and SSC team members related to continuous process improvement. Adheres to an assigned schedule with respect to shift and phone availability.Performs other duties as assigned.
Associate’s Degree and at least 1 year of experience in a Call Center environment with 2 or more years of customer service experience or any equivalent combination of education, experience and training which provides the necessary knowledge and skills.Knowledge, Skills, & Abilities
- Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling.Ability to effectively and patiently communicate complex information in a succinct and organized manner.Strong interpersonal/human relations skills with particular emphasis in possessing a courteous, patient and can-do attitude.Ability to effectively work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion. Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers. Proficient and comfortable with computers. Possess the ability to quickly navigate through various applications during high volume/peak times to effectively provide solutions to customers. Must have the ability to frequently utilize email, case management system, Microsoft Office applications, and human capital management systems and operate standard office equipment.
- Day and overnight travel from headquarters may be requiredMust have a valid GA Driver’s LicenseLight physical exertion may be requiredAbility to work productively in a call center open space environment utilizing telephones and computer, with low-wall cubicle desks and moderate-to-occasional escalated noise levels