Senior Administrative Customer Support Representative

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
To provide solutions or recommendations for the resolution of customer issues regarding processes. Responsible for answering customer questions in an efficient and timely manner.

Call center and administrative customer service service experience is strongly preferred. 

Position falls under a hybrid work schedule and is mostly remote.  One day per month in office is required.  Home high speed internet is required.  

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required

• Education
  High School Diploma Or equivalent

• Experience
  3 years Experience in customer service or related field

JOB DUTIES

• Provides response to inbound inquiries from staff, employees and other entities (internal and external).
• Receive, triage, route or answer customer inquiries in a timely, helpful and polite manner during core business hours. Actively listen and follow up with questions in order to accurate route call. Provide customer with contact information for future reference.
• Document all inquiries in accordance with standard operation procedures.
• Provide information and resources for customer inquiries; educate customers how to access and utilize online resources for future inquiries.
• Assist supervisor by monitoring pending requests to ensure prompt resolution. Follow-up with outstanding inquiries in order of issue age and urgency. Provide research and other information needed to close out the inquiry.
• Maintain a working knowledge of policy and procedures as well as keeping current on updates and changes.
• Identify and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of response center.
• Other related duties as assigned.

SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.