Customer Service Rep III

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

Remote Work - New York, Albany, New York, United States of America, 12224

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100100 Purchasing

Work Shift:

UR - Day (United States of America)

Range:

UR URG 104 H

Compensation Range:

$18.65 - $26.11

Responsibilities:

GENERAL PURPOSE:
Provides exemplary customer service to University of Rochester and its healthcare network, procurement users and suppliers. Assists customers to troubleshoot and resolve their immediate procurement and/or payable problems, help them to understand and use the procurement system, and educate them on the appropriate procurement process. Helps the customer to understand the benefits of the procurement system, and how to navigate and use the system. Answers Level 1 questions, and may escalate Level 2 questions as per established guidelines.

ESSENTIAL FUNCTIONS

• Delivers high quality, prompt customer service by utilizing the Procure to Pay system. Diagnoses techniques and pertinent questions and resolves customer problems related to procurement, accounts payable invoicing, and supplier concerns. Owns issue resolution to conclusion, including being the conduit between the customer and other key individuals, providing the customer timely updates/resolution.
• Prioritizes incoming requests and provides answers to questions. Assists with system troubleshooting with issues such as access requests, password resets, creating requisitions or supplier invoice requests, and error messages. Assists customers with understanding how to find the answer to standard questions themselves.
• Interacts with all levels of the organization as dictated by customer service needs, including triaging and/or answering customer questions related to the procurement order process, status, pricing, and accounts payable. Revises and maintains FAQs. Coaches customers on University Procurement and Payment policies and procedures. Helps customers understand the benefits of the updated processes and Procure to Pay system.
• Participates in semi-annual and quarterly system upgrade testing, including recording and documentation of test results. Performs ongoing review of procure to pay training materials to ensure up to date information is referenced. Coordinates with the Customer Service Manager to update materials on the website.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree and 4 years of practical customer service, computer, or office experience required
• Or equivalent combination of education and experience
Experience with Workday ERP system and JIRA Service Desk systems required

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated customer service, strong verbal and written communication, listening and coaching skills required
• Demonstrated knowledge and use of Zoom and Skype required
• Ability to problem solve and collaborate with others required

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.