Centralized Services Specialist

BDO USA•Columbus, OH

About The Position

The Centralized Services Specialist (CSS) is responsible for maintaining, tracking, and completing administrative requests for designated Centralized Administration Assignment Group(s). The Centralized Services Specialist works primarily in My Support Center.

Requirements

High School Diploma or GED, required
Two (2) or more years of administrative experience, required
Advanced level of proficiency in Microsoft Office Suite, required
Ability to work in a deadline driven environment and handle multiple projects/tasks with an attention to detail
Ability to successfully multi-task while working in coordination with other professionals
Ability to understand and maintain the confidentiality of all information
Ability to relate with diverse personalities in a tactful and mature manner
Ability to respond tactfully and professionally in high demand situations
Takes ownership of work and completes tasks in a timely manner
Ability to prioritize and meet both client and departmental demands with minimal supervision
Capable of following procedures and communicating issues and status to multiple supervisors
Ability to efficiently process data using strong technology skills

Nice To Haves

Associate’s Degree, preferred
Professional services experience, preferred
Experience with ticketing system software or scheduling software program, preferred

Responsibilities

Supports and maintains a strong working relationship with the Centralized Services Coordinator(s), Supervisor(s) and Manager(s) with the overall goal of driving operational excellence and improving user satisfaction
Tracks, logs, and processes incoming requests from end-users
Meets internal deadlines to match the internal client expectations for timely delivery of service and ensures data is collected and processed in a timely manner
Assists in the quality review process to ensure accuracy, quality, and consistency of deliverable(s) by following written and verbal instructions to ensure uniformity with BDO standard format, as needed
Assists in the maintenance of team shared workspaces, housing all training and written process documentation, key contacts, links, and common responses
Interacts with internal clients to gain information, documents, and data necessary to complete assigned tasks
Assists with training team members on all relevant software, resources, and processes
Acts as a point of contact for unassigned staff; proactively identifying assignments to ensure productivity and RISE utilization when applicable
Complies with all Firm policies, standards, and client procedures
Supports continuous performance improvement initiatives (service, quality & efficiency)
Makes in-person visits to local home office to foster relationships with administrative peers and professional stakeholders
Gathers insights into end-user experiences, identifies friction points, and explores opportunities to enhance centralized services
Communicates and collaborates effectively with various stakeholders to drive improvements and ensure alignment with organizational goals
Other duties as required