Contact Center Representative

The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transactional support.

Reporting to the Contact Center Supervisor, each Contact Center Representative serves as an important member of the Health Response Call Center. You will serve the campus community by connecting them to information and U-M resources related to vaccination, infection prevention, and campus public health response.

Work Schedule:

Monday- Friday, 9 am - 6 pm with a one-hour scheduled lunch.

Because occasional on-site presence may be required, you are expected to live within a reasonable commuting distance to Ann Arbor. You are required to have a high-speed internet connection and a designated working space in your home. Equipment, including a laptop and monitors, will be provided for your use.

Please note:

• Visa sponsorship is not available for this position
• This position is 18 month term-limited

• Prioritize and complete work received throughout the day, while simultaneously receiving inbound calls from customers
• Answer callers' questions based on available information and knowledge base content
• Escalate calls to partner units
• Review and verify vaccination information
• Assist students with vaccination requirements and information submission
• Respond to emails from customers
• Use a case management tool to create and resolve phone and email tickets
• Suggest and create new knowledge base content and help keep information current and up-to-date

• High School diploma or equivalent
• 1+ years of experience providing customer service
• Intermediate level proficiency with data entry and computer skills
• 1+ years of experience with business or medical software solutions

The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website: www.ssc.umich.edu.

The Shared Services Center recruits a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives, and ways of knowing and learning.

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.