Senior Service Experience Associate, UVAFinance

University of Virginia

6d•$28

About The Position

Senior Service Experience Associates work closely with assigned functional units in UVAFinance to support customer inquiries requiring a high level of analysis, curate and update knowledge articles, and complete specified business transactions. They are accountable for monitoring escalated cases, mitigating service delays, and communicating regularly with customers regarding progress toward resolution. Senior Service Experience Associates may serve as mentors to newer members of the time. Develops the knowledge, skills, and abilities necessary to provide increasingly high levels of service to customers without the need for functional intervention. Curates a robust knowledge base in partnership with assigned functional areas and completes annual knowledge article updates. Receives inquiries from the Tier 1 team and conducts high-level analysis of customer issues, engaging functional partners when appropriate. Monitors all escalated cases to ensure timely customer engagement and resolution, following up with others when necessary to meet service level agreements. Uses Workday, UBI, and other financial systems to provide support with customer inquiries and complete specified transactions. Effectively coaches and mentors others on the team through the established internal feedback process, demonstrating skills when appropriate. Works collaboratively with peers to ensure continuity of operations at the Carruthers Hall reception desk. Proactively engages in learning opportunities that will foster the success of self and the team. Embody the values of service excellence, collaborative partnership, impeccable source of information, continuous improvement, and respect for others.

Requirements

High school diploma and six years of experience. Bachelor's degree may substitute for experience.
Ability to transcribe audio to text in real time
Experience using customer relationship management programs (e.g. Salesforce)
Experience using collaboration tools (e.g. Slack, MS Teams, MS Office365)
Ability to communicate effectively with customers in person, on the phone, and in e-mail.
Ability to de-escalate frustrated customers.
Ability to distinguish between diverse customer segments to tailor engagements.
Ability to discern the complexity and urgency of inquiries to ensure prompt action.
Ability to manage competing priorities.
Ability to build constructive partnerships across teams.
Taking initiative and accountability for results.
Strong organizational skills and attention to detail.
Professionalism and reliability in all interactions.

Nice To Haves

Call center and/or higher education experience is preferred
Certification as a NCSA Direct Contact Service Professional is preferred

Responsibilities

Support customer inquiries requiring a high level of analysis
Curate and update knowledge articles
Complete specified business transactions
Monitor escalated cases
Mitigate service delays
Communicate regularly with customers regarding progress toward resolution
Mentor newer members of the team
Develop the knowledge, skills, and abilities necessary to provide increasingly high levels of service to customers without the need for functional intervention.
Curate a robust knowledge base in partnership with assigned functional areas and completes annual knowledge article updates.
Receive inquiries from the Tier 1 team and conduct high-level analysis of customer issues, engaging functional partners when appropriate.
Monitor all escalated cases to ensure timely customer engagement and resolution, following up with others when necessary to meet service level agreements.
Use Workday, UBI, and other financial systems to provide support with customer inquiries and complete specified transactions.
Effectively coach and mentor others on the team through the established internal feedback process, demonstrating skills when appropriate.
Work collaboratively with peers to ensure continuity of operations at the Carruthers Hall reception desk.
Proactively engage in learning opportunities that will foster the success of self and the team.
Embody the values of service excellence, collaborative partnership, impeccable source of information, continuous improvement, and respect for others.