Answers inbound phone calls and chats; processes inquiries received through ServiceNow related toÂ financial services, human resources, payroll, budgeting and planning, financial management, and grants management in alignment with the Service Deskâ™s established Key Performance Indicators (KPIs) and service level agreements.
Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps to the customer.
Determines if customer requests/inquiries require escalation to the following offices as defined in the Service Desk Manual, Financial Services, Budget, Financial Management, University Research Administration (URA), and Post Go-Live Support organization.
Efficiently resolves a customerâ™s primary request and anticipates/addresses common downstream impacts.
Documents customer interaction in Call Center Technology system.
Advises customers on how to use self-service tools.
Advises customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms.
Opens, closes, and manages requests through the ServiceNow portal.
Supports routine financial report creation.
Participates in special project requests to assist with overflow work of other teams as needed.
Facilitates clerical testing as needed.
Attends trainings and works with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community.
Assists in resolving customerâ™s primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system.
Utilizes call center telephony technology to support and monitor volume of incoming calls.
Performs other related work as needed.
Proven success in a customer-facing role.
Experience with various contact or call center computer related technologies.
Familiarity with administrative processes, procedures, and systems within a university setting.
Technical Skills or Knowledge:
Oracle Cloud and/or Workday.
Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment.
Basic computer skills, including email functionality.
Self-starter who is comfortable taking initiative and working in a remote environment.
Excellent interpersonal and communication (written and verbal) skills.
Participate as a team player and positively influence a group.
Demonstrated customer service focus and willingness to assist with all inquiries or requests.
Astute listening skills and build rapport, even with the most difficult customer.
Demonstrated ability to achieve successful outcomes in handling demanding situations and customers.
Technical troubleshooting, critical thinking, and problem-solving skills.
Learn and actively seek out information and skills to improve service to the Universityâ™s customers.
Multi-task and work within timed deadlines.
Positive attitude and demonstrated ability to adapt when business situations arise that require change or redirection.
Attention to detail in documentation and transaction accuracy.
This is a part-time position.
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