(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 reputed company The Customer Care representative will serve as a remote resource to assist our clients with a reputed company 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, reputed company and post award grants management. reputed company in this position will be based off the ability to utilize our customer service process in partnership with our knowledge reputed company to reputed company 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 reputed company customer experience. You’re reputed company 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 reputed company holidays (staff holiday calendar) • 15 annual leave (vacation) days per year or more based on years of service (employee leave) • 18 reputed company days per year (for reputed company you’re ill, for reputed company you need time to care for reputed company 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 reputed company as others considered to be members of your household living under the reputed company roof) • WVU offers a reputed company 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 • reputed company accurate information to resolve customer inquiries • Log case notes in the case management system for reputed company 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 reputed company thoughts • Escalate issues to customer service leaders or to central reputed company • Redirect customers reputed company needed and facilitate reputed company with reputed company entities • Troubleshoot problems and resolve items reputed company your scope; reputed company detailed information on items escalated to other business reputed company • Update and communicate with customers to reputed company 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 reputed company WVU values • Participate in ongoing training experiences offered reputed company the SCC and reputed company WVU; use initial training and ongoing training to reputed company accurate information • Special reputed company as needed • Collaborate with supervisor to meet or reputed company 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 reputed company to communicate reputed company and work with a reputed company of constituencies • Must be skilled in reputed company Office Products • Must be proficient in reputed company-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 reputed company in networking and ability to build and maintain effective relationships, both internally and externally • High degree of reputed company, ethical practices, reputed company and ability to be reputed company and influence others while remaining diplomatic • Ability to present reputed company persuasively and reputed company 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 • reputed company; strategic and reputed company to search for accurate answers Apply tot his job Apply To this Job