Description:
Summary of Key Responsibilities (job functions include but are not limited to):
- Provide courteous, timely, professional and competent customer service and support at all times in all situations to ensure consistent delivery of University policy and process
- Utilizes scripts and decision documents to ensure consistent delivery of Help Desk support
- Provides the client with timely and meaningful support, identifying and quickly resolving or escalating issues
- Communicates calmly and courteously with all clients qualifying client inquiries to ensure full understanding of the inquiry
- Thanks client at the end of each interaction, ensuring the client experience has been satisfactory and offers an incident number should the issue be escalated, or for future reference
- Resolve client inquiries accurately and in a timely manner escalating only those issues that require escalation to a Service Agent, Team Lead or business owner
- In all situations will assist tier one agents to utilize soft transfer with Tier 2 when clarification on an issue is required in order to provide the client with a satisfactory resolution at first call
- Consistently ensures that all Tier 1 tools and resources, including soft transfer to Tier 2, have been employed before triaging or escalating the call to Tier 2 or the business owner
- Promote innovative support services encouraging the use of self-service technology by assisting clients with accessing online information related to Financial or HR inquiries
- In all interactions promote knowledge automation with the client by directing the client on how to use online resources in an effort to help the client self-resolve similar issues in the future
- Ensures the client is satisfied with online support inviting the client back to the Help Desk if web based resources proves unsatisfactory
- Communicate unsatisfactory web based resources to the Team
- Lead, Integrated Service Centre
- Participates and supports the development and updating of Tier 1 tools and templates, including, decision trees, knowledge base articles and scripted responses for commonly asked questions to ensure consistency and quality of service
- Ensures that all documentation and technology supporting first call resolution KPIs are useful and effectively supports Tier 1 resolution
- Works with Team Lead to improve, repair or build resources when tools or resource are lacking
- Participate in the collection and organization of pertinent data for the purpose of managing operations on a daily and weekly basis
- Participates in daily ticket review meetings with the Team Lead, ensuring that all incidents are reviewed and any incidents outside of Service Level Agreements are addressed or escalated as appropriate
- Identifies qualitative trends in incidents prior to weekly or monthly reports and works with the Service Agents and the Team Lead to address those trends
Qualifications / Requirements:
- Bachelor's degree in business or a related area is preferred
- 3-5 years experience in a Customer Service environment
- Experience in a Human Resources and/or Finance service role
- Experience in a University Environment is preferred
- Knowledge of the University of Calgary HR and Finance Policies and Processes is preferable for this position
- Equivalency will be considered