Position Description
The Customer Care Representative reports into the Finance Shared Services (FSS) Customer Care Supervisor.
The Finance Customer Care department serves as the primary contact for employee's and vendor's service needs, questions or issues as they relate to Finance, Travel, Expense Management, Card Administration, Accounts Payable and Information Technology.
The Customer Care Representative is responsible for providing excellent, effective and prompt customer support to internal and external stakeholders for services provided within Enterprise Shared Services.
The department supports routine to complex questions and requests which support the Enterprise Shared Services.
Working as a team, Customer Care Representatives are the single point of contact for customers for an array of services.
This includes responding to customer issues or questions, resolving problems in a timely manner, and performing administrative processes via phone, web and email.
The position is responsible for answering inquiries, performing routine program administration, and managing routine data/records.
Key Responsibilities:
• Answers customer or vendor inquiries and accesses information from multiple sources using numerous computer programs.
Fields and receives customer inquiries for basic to complex administrative issues and questions.
• Provides a high level of quality and comprehensive customer care services by collecting information from the customer or vendor, performing moderately complex transactions, retrieving answers in a knowledge base, websites, or financial systems, documenting/tracking service in a case management system, writing notes and emails to complete service, and filing documents electronically.
• Works as a team member performing various tasks across Accounts Payable, Travel and Expense and IT.
Creates cases for handling and escalates cases to other provider groups, as needed.
• Creates relationships, partners and collaborates with peers, supervisors and higher-level service center personnel to answer more complex client questions.
Skills Required
• Basic experience with Windows • Hands-on experience with MS Office 2010 Applications, Microsoft Edge and Outlook • Basic experience with Dell & HP laptops and desktop computers, • Ability to learn and work within Active Directory user, group and computer accounts • Ability to learn basic troubleshooting and support of PC hardware and peripherals, such as printers • Knowledge of security applications including antivirus software a plus • Knowledge of Blackberry, Android and iPhone a plus • Excellent 'Written' and 'Verbal' communication skills a necessity.
• A college degree with no work experience considered.
• Customer service experience (can be call center, service oriented, retail customer service, medical office, financial services, bank tellers, IT Service Desk, IT Help Desk, etc)
Skills Preferred
Experience Required
See Above
Experience Preferred
• 2 years of relevant experience • Customer Service experience, Microsoft Office suite, Active Directory, ServiceNow Ticketing System, remote troubleshooting, Smart Cards • Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration • Bilingual - Fluency in English and Spanish (written and verbal) • Professional skills and ability to work independently • Anticipate problems and respond accordingly • Articulate complex subject matter effectively based upon caller needs • Experience managing customers or clients • Familiarity with Accounts Payable, Travel and Expense and IT • Case management systems and knowledge base systems required (Service Now) • Enterprise-level financial systems • PeopleSoft Enterprise Helpdesk • Expense Management System or Concur experience • Work history with financial systems including Oracle Financials or Deltek Cost Point • Experience in a finance shared service or call center environment preferred
Education Required
Minimum Education:
High School / GED
Education Preferred
Additional Information
Please include candidate interview availability and compelling summary of relevant skills and exp.
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