Service Experience Associate, UVAFinance

University of Virginia

13h•Onsite

About The Position

Service Experience Associates work collaboratively to resolve customer issues using well-documented, repeatable solutions within their area of expertise. Issues beyond their scope are escalated to Senior Service Experience Associates, functional teams, or technical teams as appropriate. In this role, Associates develop deep knowledge of a wide range of UVAFinance policies, procedures, and systems to deliver high-quality, timely, and accurate customer support. Over time, they become skilled in identifying root causes of problems, using relevant resources to find solutions, and communicating those solutions effectively to meet customer needs. Service Experience Associates are committed to continuous improvement. They actively seek opportunities to expand their skills and understanding of customer service and UVAFinance business processes. Feedback from quality control and performance reviews is regularly incorporated into their daily work.

Requirements

High School Diploma
No experience required
Currently authorized to work in the United States

Responsibilities

Confidently respond to customer inquiries via phone, email, chat, or in-person
Tailor responses to meet the unique needs of different customer segments
Conduct root cause analysis to assess the nature and urgency of customer issues
Accurately enter customer information and inquiries into Salesforce in real time
Use knowledge bases, self-help tools, search engines, and templates to provide reliable support
Clearly document research findings and actions to ensure continuity of service
Follow established protocols and meet service level expectations
Collaborate effectively with team members and leadership to enhance the customer experience
Take initiative in learning and development to support personal and team success
Demonstrate UVAFinance’s core values: service excellence, collaboration, reliable information, continuous improvement, and respect for others