Location: Charlottesville,VA, USA
The UVA Finance Solution Center is the primary point of contact for finance service and support for the University's faculty, staff, students, and suppliers. Inquiries are received through various channels and managed using Salesforce Service Cloud. The team intakes service requests, triages cases based on type and complexity, responds using a robust knowledgebase, and collaborates with functional teams as appropriate until the customer's inquiry is resolved. The team is also responsible for providing reception services for Carruthers Hall.
Service Experience Associates take a team approach to solving customer problems with well-documented, repeatable solutions within the scope of knowledge, escalating remaining problems to Senior Service Experience Associates, functional teams, and technical teams. Associates will become well versed in UVAFinance policies, procedures, and systems to provide high-quality, responsive, and accurate responses to customers. Associates will become increasingly astute at identifying root causes of issues, identifying appropriate knowledge to support customers, and effectively communicating that knowledge in a way that meets customer expectations and needs. Associates will embrace a philosophy of continuous improvement by seeking opportunities to develop skills and knowledge related to customer experience and UVAFinance business processes. They will receive and incorporate feedback from quality control and performance reviews in their day-to-day work. Service Experience Associates report to the Service Experience Manager.
Successful candidates will have the ability to:
* Respond to inquiries received through phone, email, chat, or face-to-face with ease.
* Distinguish between diverse customer segments to better tailor responses and meet needs.
* Engage in root cause analysis to identify the nature and urgency of a customer's issue.
* Quickly and accurately transcribe caller information and inquiries directly into Salesforce.
* Research and leverage knowledge-based documentation, self-help resources, search engine keyword searches, and message templates to provide consistent and accurate support.
* Clearly articulate research findings and actions taken to enable continuity of support.
* Manage work in accordance with established protocols and service level agreements.
* Work collaboratively with team members and leaders to improve the customer experience.
* 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.
The starting pay rate for this non-exempt position is $21.00 per hour. This is an on-site role with no eligibility for remote work. The team may be expected to work some academic holidays to provide support to UVA Health System employees. The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.
This position will remain open until filled. This is an Non-exempt level, benefited position. This position will not sponsor for work visas. The University will perform background checks on all new hires prior to employment. For questions about the position or the application process, please contact Daniel Strong, Senior Recruiter, at ...@virginia.edu.
Please apply through the University job board, Careers at UVA, and search for R0065654.
Internal applicants must apply through their UVA Workday profile by searching 'Find Jobs' or through their 'Jobs Hub'. Applicants must complete an application online with the following documents: a resume and cover letter.
Qualified candidates should have a high school diploma, two years of relevant service experience, and the ability to touch type at 45+ wpm. Prior use of customer relationship management programs, collaboration tools (e.g., Slack, MS Teams) or MS Office 365 is preferred. Higher education or call center experience is highly desirable.
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.