Job Details | Customer Resolution Specialist - University of Chicago

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Skills for Chicagoland's Future

Location: ChicagoIL 60601 Document ID: AB233-1NR5 Posted on: 2017-07-1807/18/2017 Job Type: Regular

Job Schedule:Full-time
2017-08-17
 

Customer Resolution Specialist - University of Chicago


The Customer Resolution (CR) Specialist will be responsible for answering in-bound calls and processing Service Now portal requests for the assigned human resources and procurement processes.

Give yourself a competitive advantage by applying to this role through Skills for Chicagoland's Future (Skills). Skills is a nonprofit organization that partners with organizations across the Chicagoland area to place unemployed and underemployed job seekers with employers that are committed to hiring talent through Skills.

Why utilize Skills for Chicagoland's Future as one of your job search sources?

Skills is your advocate with the hiring company throughout the hiring process. Any job seeker who Skills determines is a match for the role is interviewed by a member of Skills' Talent Acquisition Team and provided with additional insights into the role. Additionally, Skills is free for job seekers.

Hiring Company: University of Chicago

The University of Chicago is a private, research university in Chicago, Illinois. It is one of the world's leading and most influential institutions of higher learning, with top-ten positions in numerous rankings and measures.

One of the world's premier academic and research institutions, the University of Chicago has driven new ways of thinking since their 1890 founding. Today, UChicago is an intellectual destination that draws inspired scholars to Hyde Park and international campuses, keeping UChicago at the nexus of ideas that challenge and change the world.

The University of Chicago is the second largest private employer in Chicago, with a multicultural, international community of more than 20,000 faculty and staff-each supporting UChicago's mission of inquiry and academic excellence.

Position Summary:

The Customer Resolution (CR) Specialist will be responsible for answering in-bound calls and processing Service Now portal requests for the assigned human resources and procurement processes. Additionally, this position will provide first level support for question resolution, researching/resolving issues, and escalating queries as appropriate. The CR Specialist will be focused on problem solving and delivering a low-effort experience for customers by completing work efficiently and accurately, as well as by proactively anticipating future needs.

Essential Functions:
  • Proactively diagnose customer requests/inquiries; customize and present proposed solutions, as well as next steps to the customer
  • Find innovative solutions to more complex or difficult issues with appropriate escalation to higher level staff, lead, Business Partner or vendor as defined in the operational procedures and knowledge base
  • Efficiently resolve customer's primary issue and also anticipate/address common downstream issues
  • Determine if customer requests/inquiries require escalation to tier two (Shared Service Office functional team) or three (functional Centers of Expertise) as defined in the operational procedures and knowledge base. If escalated, ensure customer is transferred and inquiry is owned by individual in the appropriate tier
  • Document customer interaction in Contact or Call Center technology system
  • Update and maintain Shared Services Office (SSO) knowledge base for the functions in scope
  • Advise customers on how to use self-service tools
  • Open, close, and manage requests through use of the Service Now portal
  • Utilize call center telephony technology to manage and monitor volume of incoming calls

Requirements: Bachelor's degree or 3-5 years of work experience in a customer facing role required

Location: Hyde Park

Schedule: Monday - Friday 8:30 am - 5 pm

Compensation and Benefits: UChicago offers a competitive salary, outstanding benefits & the professional advantages of an environment that supports your development & recognizes your achievements.

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