SR. Customer Service Rep., Student Employment

About the position

The Sr. Customer Service Representative for Student Employment at Yale University serves as the primary source of information for faculty and staff regarding HR and Payroll inquiries. This role involves responding to a high volume of inquiries through various channels, ensuring customer satisfaction while adhering to university policies. The representative will also engage in continuous improvement initiatives and maintain knowledge of processes and technologies relevant to the position.

Responsibilities

• Serves as principal source of information for faculty and staff regarding HR and Payroll related inquiries.
• Responds to inbound calls, emails, faxes, and face-to-face inquiries in a high-volume contact center.
• Probes customers with leading questions to assess customer inquiries.
• Identifies, interprets, analyzes, and researches issues to seek resolution and ensure customer satisfaction.
• Determines process for resolution using judgment and resourcefulness.
• Resolves routine and non-routine customer inquiries using enabling technologies and process/functional skills.
• Maintains case documentation and communicates case resolution to appropriate customer contact.
• Routes inquiries to appropriate (Tier 2 or Tier 3) resources according to business rules and procedures.
• Works with other organizational units to resolve inbound inquiries and achieve proper resolution within target timeframes.
• Collaborates and works effectively in a positive team environment.
• Supports knowledge management and continuous improvement initiatives.
• Maintains appropriate level of process, functional and technical knowledge and participates in training.
• Identifies and suggests Service Center enhancements and process improvements.
• Monitors personal performance metrics and strives to meet identified targets/goals.
• Performs at a level that assists in attaining overall and team-level performance measures and goals.
• May perform other duties as assigned.

Requirements

• 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.
• Familiarity with Microsoft Office suite with a proficiency in Excel.
• Strong written and verbal communication skills, grammar, and spelling with exceptional attention to detail.
• Strong interpersonal skills.
• Demonstrated highly developed customer service skills including strong problem solving, organizational, and analytical skills.
• Demonstrated ability to manage multiple tasks and handle time sensitive competing priorities.