Senior Service Experience Associate, UVAFinance - Charlottesville

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 monitori ...

Job description

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.

Key Qualifications/Certifications

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

Competencies

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.

The starting pay rate for this position is $27.88 per hour.

This position will remain open until filled. This is a non-exempt level, benefited position. The University will perform background checks on all hires (if required) prior to employment. Applicants must be currently authorized to work in the United States.

For this role, the University will not sponsor or consider candidates requiring sponsorship for employment visas now or in the future.

For questions about the application process, please contact Daniel Strong, Senior Recruiter at

Please apply through the University job board, Careers at UVA, and search for R

Internal applicants may search and apply for jobs on the UVA Internal Careers website.

Minimum Requirements


Education:
High School Diploma


Experience:
Six years' of experience. Bachelor's degree may substitute for experience.


Licensure:
None


PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA's commitment to non-discrimination and equal opportunity employment.