What are the responsibilities and job description for the Customer Care Agent - Shared Services Center position at West Virginia University?

Description

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 or more based on years of service ( employee leave )
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
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

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

Special projects as needed

Collaborate with supervisor to meet or exceed contact center metrics

Pay Grade : 13

Hours : 8 : 15-4 : 45

Qualifications

High school diploma

A minimum of one (1) year of experience involving :

Must be able to communicate well and work with a variety of constituencies.

Must be skilled in Microsoft Office Products

Must be proficient in Windows-based applications and strong internet skills

Any equivalent combination of related education and / or experience will be considered.

All qualifications must be met by the time of employment.

Knowledge, Skills, Abilities

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

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

We are dedicated to creating an inclusive and engaging working environment and actively seek candidates who bring diverse ideas, approaches and experiences.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit 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. We value diversity among our faculty, staff and students and invite applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.

Job Posting

Feb 11, 2025

Posting Classification : Classified

Exemption Status : Non-Exempt

Benefits Eligible : Yes

Schedule

Full-time

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