Customer Care Agent Tier 1 - WVU Shared Services Center 15513
The Department of Customer Service within the Shared Services Center (SSC) at West Virginia University is seeking applications for a Customer Care Agent Tier 1. The incumbent will serve as the first line of contact for customers. The WVU SSC is a customer service organization that provides customer support and transactional services to the University in the areas of finance, human resources and post award grants management. Success in this position will be based off the ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience. As member of the SSC, this position will be responsible for advocating for customers to improve their experience at WVU.
In order to be successful in this position, the ideal candidate will:
Respond to customer inquiries and service requests by phone, email, or chat through the case management system.
Provide accurate information to resolve customer inquiries.
Log case notes in the case management system for each customer inquiry or request.
Escalate issues to customer service leaders or to central units.
Redirect customers as best as possible for out of scope inquiries.
Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units.
Interface with customers to understand expectations on service and value being delivered.
Mark cases as resolved when customer requests are fulfilled, or inquiries are answered.
Participate in ongoing training experiences offered within the SCC and within WVU; use initial training and ongoing training to provide accurate information. Collaborate with supervisor to meet or exceed contact center metrics.
Perform other duties as assigned.
Pay Grade: 13
Shared Services Center's Customer Care team will operate on business hours Monday through Friday, 7:00 a.m. to 7:00 p.m, and based on business needs, Shifts may vary.
High school diploma.
One (1) year of related experience.
Outstanding interpersonal skills and demonstrated success in networking and ability to build and maintain effective relationships, both internally and externally.
Strong computer experience including MS Office.
High degree of integrity, ethical practices, tact and ability to be direct and influence others while remaining diplomatic.
Ability to communicate effectively, both orally and in writing.
Ability to read and understand procedures.
West Virginia University is a place to grow, explore, interact and learn. It's a place where innovation meets passion, where potential meets talent. It's a place that makes a difference in the world. And do you know why? Because it's a place with you. This University is only capable of such big things because of our employees. Thank you for your hard work, dedication and tireless efforts toward progress. We love having you here. Let's go!
West Virginia University is proud to be an Equal Opportunity employer, and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Sep 16, 2020
Posting Classification: Classified
Exemption Status: Non-Exempt
Benefits Eligible: Yes
Internal Number: 211723
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.