Customer Care Agent Tier 2 - Shared Services Center

The Shared Services Center at West Virginia University is seeking applications for multiple Customer Care Agents Tier 2. These positions are some of several that will be part of a new service delivery model supporting all of WVU, which includes a Shared Services Center, embedded HR Partners and Centers of Expertise. This new model has provided internal employees growth opportunities, and as a result, we now have a variety of positions available at WVU.

The agent(s) will serve as a resource at our storefront locations and 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.

In order to be successful in this position, the ideal candidate(s) will:

• Analyze requests to provide face to face customer service; respond to customer inquiries and service requests by phone, email, or chat through the case management system; Work as a subject matter expert in the areas of finance, accounting, grants, or any function supported by Shared Services.
• Research, troubleshoot, and assist in resolving requests that come in to the storefront locations from a variety of constituents in a timely and efficient manner.
• Serve as liaison with other units to ensure case resolution; proactively review cases to ensure Service Level Agreements are met without backlog.
• Assist Tier 1 Customer Service Agents with training, mentoring, and complex customer inquiries.
• Assist Customer Care Supervisor with escalated customer inquiries. Provide support for questions for Tier 1 Customer Service Agents.
• 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.
• Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values.
• Partner with Operational Excellence team as a subject matter expert to improve knowledge articles.
• Collaborate with supervisor to meet or exceed contact center metrics.

Pay Grade: 16

Center hours of operation: 7 am - 7 pm

Shift times may vary.

• High school diploma. Bachelor's degree preferred.
• Four (4) years customer experience/university experience.
• Must be able to communicate well and work with a variety of constituencies.
• Strong computer experience including MS Office.
• Comprehensive knowledge of Shared Services functions, processes, and procedures.
• Ability to professionally interact with business units/higher level leaders positively representing the Shared Services & WVU core values.
• Strong analytic, problem solving, judgment and conflict resolution skills.
• High degree of integrity, ethical practices, tact and ability to be direct and influence others while remaining diplomatic.

At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/

West Virginia University is an Equal Opportunity/Affirmative Action Employer and 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 individuals, including minorities, females, individuals with disabilities and veterans.