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Customer Service Specialist I

Employer
University System of Georgia
Location
System Office- Sandersville

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Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Job Title: Customer Service Specialist I
Location: System Office- Sandersville
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 242790
Job Summary The Customer Service Specialist I is a non-exempt full-time position within the USG Shared Service Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support. (3) All applicants applying for positions within USG Institutions.The Customer Service Specialist I is located in Sandersville, Georgia and reports to the USG Service Desk Supervisor.

Responsibilities
    Serves as frontline support for all active and former USG employees, institutional practitioners, and applicantsResearches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk management to reach a resolution in a timely mannerProfessionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management systemMulti-tasks through various databases/applications in order to troubleshoot the customer’s issue or inquiry in a timely mannerRecognizes and promptly escalates more complex and sensitive issues accordinglyResearch and triages incoming issues determining the appropriate method of tracking within the Case Management System (incident, request, problem or iTask)Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvementAdheres to an assigned work schedule to ensure adequate Service Desk coverage
Required Qualifications
    Associate’s Degree with an accredited institution 1 year experience in a Service Desk environment 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
    Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)Strong oral and written communication skills with particular emphasis in the correct use of grammar and spellingAbility to effectively and patiently communicate complex information in a logical organized mannerStrong interpersonal and collaborative skills, who works well both cross-functionally and independently Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completionPossess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customersProficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customersAbility to effectively manage an increased workload during times of high call volume and/or peak seasonsTechnical skills with efficiency in adapting to new systems, services, and/or applications with easeAnalytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a systematic approach towards identifying and then solving the problem at hand
Other Information
    Day and overnight travel from headquarters may be requiredMust have a valid GA Driver’s LicenseLight physical exertion may be required
  • Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels

Organization

Join the esteemed ranks of the University System of Georgia (USG) faculty and staff, where your expertise and passion contribute to one of the largest and most dynamic higher education systems in the United States. As a member of the USG community, you will be among more than 340,000 students enrolled across 26 public institutions, from comprehensive research universities to access-oriented colleges, nurturing the next generation of thinkers, innovators, and leaders.

Each year, the USG proudly confers more than 70,000 degrees across a multitude of disciplines, reflecting our unwavering commitment to academic diversity and lifelong learning. This monumental accomplishment is achieved through the dedication of our world-class faculty and highly skilled staff, whose collaborative efforts foster an environment of excellence and discovery.

The USG's economic footprint totaled more than $17 billion this past fiscal year.  This not only bolsters the state's economy but also positions Georgia as a nexus of culture, research, and innovation. Our faculty and staff are at the forefront of this impact, driving forward initiatives that resonate on both a local and global scale.

Join us at the University System of Georgia, where your expertise will shape the future of education and research.  To learn more about the career opportunities at any of our USG institutions, or at the System Office, please click below: 

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