This position is designated as a critical role for the Harvard University Employees Credit Union (HUECU) as it provides non-deferrable services that must be performed in the event of an emergency or weather-related closure.
Who we're looking for...
HUECU is seeking a dynamic, energetic employee with outstanding communications skills and a passion for customer service! Our ideal candidate will focus on providing an exceptional member experience in all customer touch-points with a specific focus on incoming phone calls, emails and other electronic forms of inquiry.
What you'll be doing...
The Support Center Representative is the voice of HUECU; is responsible for providing warm, timely, courteous and accurate information to all members while fielding real-time calls, emails and chats from members across the country and around the world.
Establish and develop member relationships while building and earning their loyalty and trust.
Actively listen to identify member issues and provide new solutions and products that can enhance the member's experience.
Continually update knowledge of products, services and procedures.
Communicate member issues/concerns to management.
Summary of Responsibilities:
The Support Center at Harvard University Employees Credit Union is a full service contact center servicing the Harvard community and affiliate organizations. The Support Center Representative provides timely and accurate information to all members in a courteous and professional manner. Fulfills service requests, troubleshoots problems and recommends additional products and services as appropriate. In addition, this individual identifies opportunities for
Associates Degree or a minimum of two years of related training/experience beyond High School.
Must possess solid understanding and experience of basic browser functions/requirements for P.C.'s and MAC's, such as Google Chrome, Internet Explorer and Firefox.
Must possess strong attention to detail, have excellent organizational skills, and the ability to multitask in a fast paced environment
Excellent verbal and written communication skills required to fulfill member requests and ensure member satisfaction.
Ability to work collaboratively across the organization and as part of a team.
Must have a solid understanding of Microsoft Word and Excel.
Ability to apply sound judgement while executing expectations and instructions.
Ability to work Saturday and extended evening hours as required on a rotational basis depending on the Support Center/CU needs
Ability to work remotely based on the Support Center and Credit Union needs.
Ability to lift up to 40 pounds and stand/sit for extended periods of time
Comfort working in the diverse and multicultural environment of Harvard University
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 48782BR
About Harvard University Credit Union
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.