SR. Customer Service Rep., Student Employment

at  Yale University

REQUIRED EDUCATION AND EXPERIENCE

Six years of related work experience, four of them in the same job family at the next lower level and a high school level education; or four years of related work experience and an Associate degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

REQUIRED SKILL/ABILITY 1:

Familiarity with Microsoft Office suite with a proficiency in Excel.

REQUIRED SKILL/ABILITY 2:

Strong written and verbal communication skills, grammar, and spelling with exceptional attention to detail. Strong interpersonal skills.

REQUIRED SKILL/ABILITY 3:

Demonstrated highly developed customer service skills including strong problem solving, organizational, and analytical skills.

REQUIRED SKILL/ABILITY 4:

Demonstrated ability to manage multiple tasks and handle time sensitive competing priorities. Ability to quickly identify and respond to wide-ranging topics, including taking steps to resolve problems effectively.

PHYSICAL REQUIREMENTS

Ability to lift and move 20 lbs.

BACKGROUND CHECK REQUIREMENTS

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit “Learn about background checks” under the Applicant Support Resources section of Careers on the It’s Your Yale website.

POSTING DISCLAIMER

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

1. Serves as principal source of information for faculty and staff regarding HR and Payroll related inquiries and answers external inquiries. 2. Responds to inbound calls, emails, faxes, and face to face inquiries in a high-volume contact center. 3. Probes customers with leading questions to assess customer inquiries. 4. Identifies, interprets, analyzes, and researches issues and seeks resolution to ensure customer satisfaction and adherence to University policy while delivering excellent customer service. 5. Determines process for resolution by using judgment and resourcefulness. 6. Resolves routine and non-routine customer inquiries using enabling technologies and process/ functional skills. 7. Maintains case documentation and communicates case resolution to appropriate customer contact. 8. Routes inquiries to appropriate (Tier 2 or Tier 3) resources according to business rules and procedures. 9. Works with other organizational units to resolve inbound inquiries and achieve proper resolution within target timeframes. 10. Ability to collaborate and work effectively in a positive team environment. 11. Supports knowledge management and continuous improvement initiatives. 12. Maintains appropriate level of process, functional and technical knowledge and participates in training to continue to develop such knowledge. 13. Identifies and suggests Service Center enhancements and process improvements. 14. Monitors personal performance metrics and strives to meet identified targets/goals. 15. Performs at a level that assists in attaining overall and team-level performance measures and goals. 16. May perform other duties as assigned.