Respond to customer inquiries and service requests by phone, email, or chat through the case management system
Provide accurate information to resolve customer inquiries
Log case notes in the case management system for each customer inquiry or request
Ask related questions, listen intently, and identify what the customer really needs
Escalate issues to customer service leaders or to central units
Redirect customers when needed and facilitate resolution with outside entities
Troubleshoot problems and resolve items within your scope
Update and communicate with customers to provide them with expectations on service and value being delivered
Mark cases as resolved when customer requests are fulfilled, or inquiries are answered
Submit new knowledgebase articles through supervisor based on inquiries received in the SSC
Complete transactional work as needed
Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values
Participate in ongoing training experiences offered within the SCC and within WVU

High school diploma
A minimum of one (1) year of experience
Must be able to communicate well and work with a variety of constituencies
Must be skilled in Microsoft Office Products
Must be proficient in Windows-based applications and strong internet skills
Any equivalent combination of related education and/or experience will be considered.

37.5-hour work week
13 paid holidays
15 annual leave (vacation) days per year or more based on years of service
18 sick days per year
Range of health insurance and other benefits
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks.
Wellness programs

Customer Care Agent – Shared Services Center

Key skills