Senior Service Experience Associate, UVAFinance

Overview

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 monitor escalated cases, mitigate service delays, and communicate regularly with customers regarding progress toward resolution. Senior Service Experience Associates may serve as mentors to newer members of the team.

• Develop the knowledge, skills, and abilities necessary to provide increasingly high levels of service to customers without the need for functional intervention.
• Curate a robust knowledge base in partnership with assigned functional areas and complete annual knowledge article updates.
• Receive inquiries from the Tier 1 team and conduct high-level analysis of customer issues, engaging functional partners when appropriate.
• Monitor all escalated cases to ensure timely customer engagement and resolution, following up with others when necessary to meet service level agreements.
• Use Workday, UBI, and other financial systems to provide support with customer inquiries and complete specified transactions.
• Coach and mentor others on the team through the established internal feedback process, demonstrating skills when appropriate.
• Work collaboratively with peers to ensure continuity of operations at the Carruthers Hall reception desk.
• Proactively engage in learning opportunities that will foster the success of self and the team.
• Embody the values of service excellence, collaborative partnership, reliable information, continuous improvement, and respect for others.

• High school diploma and six years of experience. A 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 Office
  365).
• Call center and/or higher education experience is preferred.
• Certification as a NCSA Direct Contact Service Professional is preferred.

• 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, 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. 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 das6zb.

Please apply through the University job board, Careers at UVA, and search for R0080776
.

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

Education:

High School Diploma

Experience:

Six years of experience. A Bachelor's degree may substitute for experience.
Licensure:
None

This is primarily a sedentary job involving extensive use of desktop computers. The role may 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.