Customer Care Agent – Shared Services Center
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Job Description
Remote Customer Care Agent assisting clients with finance and workforce administration at West Virginia University. Providing outstanding customer service and ensuring a positive customer experience.
Responsibilities:
- 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 related questions, listen intently, and identify what the customer really needs
- Escalate issues to customer service leaders or to central units
- Redirect customers when needed and facilitate resolution with outside entities
- Troubleshoot problems and resolve items within your scope
- Update and communicate with customers to provide them with expectations on service and value being delivered
- Upon updating customer, mark cases as resolved when customer requests are fulfilled, or inquiries are answered
- Submit new knowledgebase articles through supervisor based on inquiries received in the SSC
- Participate in ongoing training experiences offered within the SCC and within WVU
Requirements:
- 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 Microsoft Office Products
- Must be proficient in Windows-based applications and strong internet skills
- Any equivalent combination of related education and/or experience will be considered.
Benefits:
- 37.5-hour work week
- 13 paid holidays
- 15 annual leave (vacation) days per year or more based on years of service
- 18 sick days per year
- WVU offers a range of health insurance and other benefits
- 401(a) retirement savings with 6% employee contribution match
- eligibility to continue health insurance, and other retiree perks
- Wellness programs
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