Department
 

F&A Help Desk

About the Department
 

The Shared Services Office (SSO) is a service organization dedicated to continuous improvement. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research. The SSO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.

Job Summary
 

The Customer Resolution Specialist (CRS) is responsible for resolving inbound calls, chats, emails, and ServiceNow requests from customers, including third party vendors, applicants, staff, and faculty at the University of Chicago about financial services, human resources, payroll, budgeting and planning, financial management, and grants management, and navigation of administrative systems including Oracle Cloud and Workday. The CRS will assist with the execution of Tier 1 transactions in the areas of financial services, human resources, payroll, and grants management.

This position will provide first-level support for question resolution, researching and resolving issues, and escalating queries as appropriate. The CRS will provide excellent customer service experience by completing work efficiently and accurately while proactively anticipating a customer’s future needs.

The CRS reports to the Director of the Finance and Administration Service Desk. The Service Desk is an integral part of the University’s Culture of Service and provides Tier 1 quality service in support of financial and human resources related processes.

The CRS position is a hybrid position, requiring in-person work at the Hyde Park Campus location for training, meetings, and other duties as needed, which is subject to change. The CRS must maintain a home office environment that is conducive to a normal office environment and must have access to the internet and the ability to perform all work functions.

Responsibilities

Answers inbound phone calls and chats; processes inquiries received through ServiceNow related to financial services, human resources, payroll, budgeting and planning, financial management, and grants management in alignment with the Service Desk’s established Key Performance Indicators (KPIs) and service level agreements.Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps to the customer.Determines if customer requests/inquiries require escalation to the following offices as defined in the Service Desk Manual, Financial Services, Budget, Financial Management, University Research Administration (URA), and Post Go-Live Support organization.Efficiently resolves a customer’s primary request and anticipates/addresses common downstream impacts.Documents customer interaction in Call Center Technology system.Advises customers on how to use self-service tools.Advises customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms.Opens, closes, and manages requests through the ServiceNow portal.Supports routine financial report creation.Participates in special project requests to assist with overflow work of other teams as needed.Facilitates clerical testing as needed.Attends trainings and works with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community.Assists in resolving customer’s primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system.Utilizes call center telephony technology to support and monitor volume of incoming calls.Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education: 

Bachelor’s degree.

 

Experience: 

Proven success in a customer-facing role.Skilled in various contact or call center computer related technologies.Familiarity with administrative processes, procedures, and systems within a university setting.

 

Technical Skills or Knowledge:

Oracle Cloud and/or Workday experience.Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment.Basic computer skills, including email functionality.

Preferred Competencies

Self-starter who is comfortable taking initiative and working in a remote environment.Excellent interpersonal and communication (written and verbal) skills.Participate as a team player and positively influence a group.Demonstrated customer service focus and willingness to assist with all inquiries or requests.Astute listening skills and build rapport, even with the most difficult customer.Demonstrated ability to achieve successful outcomes in handling demanding situations and customers.Technical troubleshooting, critical thinking, and problem-solving skills.Learn and actively seek out information and skills to improve service to the University’s customers.Multi-task and work within timed deadlines.Positive attitude and demonstrated ability to adapt when business situations arise that require change or redirection.Attention to detail in documentation and transaction accuracy.

Application Documents

Resume/CV (required)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

Customer Service & Sales

Role Impact
 

Individual Contributor

FLSA Status
 

Non-Exempt

Pay Frequency
 

Biweekly

Scheduled Weekly Hours
 

40

Benefits Eligible
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Posting Statement
 

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.