Customer Care Agent- Shared Services Center Location Morgantown, WV : The Department of Shared Services at West Virginia University is currently accepting applications for a Customer Care Agent. About the Opportunity The Customer Care representative will serve as a resource at our storefront locations (onsite) and/or remotely, based on business need, to assist our clients with a variety of requests in the areas of finance, grants, and workforce administration. The WVU SSC is a customer service organization that provides customer support and transaction 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. All members of the SSC are responsible for advocating for customers to improve their experience at WVU.
We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
37.5-hour work week 13 paid holidays (staff holiday calendar)15 annual leave (vacation) days per year 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof) WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's. Wellness programs Pay Grade: 13
Work Hours: 8:15am- 4:45pm
What you'll do: 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 Ask related questions, listen intently, and identify what the customer really needs; this should be done in a conversational way making it easy for the customer to share thoughts Escalate issues to customer service leaders or to central units Redirect customers, when needed, and facilitate resolution to with outside unites Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units Update and communicate with customers to provide them with expectations on service and value being delivered Upon updating customer, mark cases as resolved when customer requests are fulfilled, or inquiries are answered Submit through supervisor for new knowledgebase articles based on inquiries received in the SSC Submit request to modify knowledgebase through supervisor articles based on information learned Submit ideas for continuous improvement to the operations team Complete transactional work as needed Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values Participate in ongoing training experiences offered within the SCC and within WVU; use initial training and ongoing training to provide accurate information Qualifications High school diploma. One of more years of relevant experience. Must be able to communicate well and work with a variety of constituencies. Must be skills in Microsoft Office Products Must be proficient in Windows-based applications and strong internet skills Communicates effectively, both orally and in writing. Listens to others and effectively comprehends information Outstanding interpersonal skills and demonstrated success in networking and ability to build and maintain effective relationships, both internally and externally High degree of integrity, ethical practices, tact and ability to be direct and influence others while remaining diplomatic Ability to present ideas persuasively and settle differences in a manner that strengthens relationships Ability to read and understand procedures High-energy, adaptability, and empathy Dependable; strives to be at work when scheduled Resourceful; Strategic thinking and able to search for accurate answers About WVU At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests. From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.
Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb. Creating an inclusive, engaged, and dynamic learning environment is core to WVU's academic mission. We welcome candidates who can contribute a range of ideas, approaches and experiences.
To learn more about West Virginia University, visit go.wvu.edu. View current career opportunities at careers.wvu.edu.
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 : Jan 30, 2024 Posting Classification : Classified Exemption Status : Non-Exempt Benefits Eligible : Yes Schedule : Full-time
