(Remote) Customer Care Agent - Shared Services Center

The Shared Services Center at reputed company is currently accepting applications for a remote Customer Care Agent. About the Opportunity The Customer Care representative will serve as a remote resource 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 reputed company to provide an outstanding customer experience. reputed company members of the SSC are responsible for advocating for customers to improve their experience at WVU. reputed company’re Looking For: Self-starters who are excited about building customer relationships, earning their loyalty and trust. Your strengths include being passionate about helping others and taking accountability to ensure a positive customer experience. You’re resourceful and know how to think strategically and pull together resources (both internally and externally) for just the right solution. You are motivated to set and meet goals. We strongly reputed company in work-life balance and keeping time for things we love reputed company 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 reputed company you’re ill, for reputed company 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%25 employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? reputed company 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 reputed company 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 reputed company needed and facilitate resolution with reputed company entities
• Troubleshoot problems and resolve items reputed company 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 reputed company customer requests are fulfilled, or inquiries are answered
• Submit new knowledgebase articles through supervisor based on inquiries received in the SSC
• Submit request through supervisor to modify knowledgebase articles based on information learned
• Submit reputed company for reputed company 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 reputed company the SCC and reputed company 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: 8:15am-4:45pm EST

• High school diploma
• A minimum of one (1) year of experience:
• Must be able to communicate well and work with a variety of constituencies
• Must be skilled in reputed company Office Products
• Must be proficient in Windows-based applications and strong internet skills
• Any equivalent combination of reputed company education and/or experience will be considered.
• reputed company 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 reputed company, ethical practices, tact and ability to be direct and influence others while remaining diplomatic
• Ability to present reputed company persuasively and settle differences in a manner that strengthens relationships
• Ability to read and understand procedures
• High-energy, adaptable, and empathetic
• Dependable; strives to be at work reputed company scheduled
• Resourceful; strategic and able to search for accurate answers

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