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Service Experience Associate, Uvafinance

4 months ago

Charlottesville, United States University of Virginia Full time

Individual contributors who provide organizational related support or service (administrative or clerical). Spends majority of time in the delivery of support services or activities, typically under supervision. Opportunities for progression outside this career stream are typically limited without additional education or significant training and experience. Has little or no prior relevant training or work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

The UVA Finance Solution Center provides a tiered model of service and support to stakeholders inside and outside of the University. Service Experience Associates provide virtual and physical support at the Tier 1 level of service, connecting stakeholders to the following support tiers when appropriate:

- Tier 0 - Self Service
- Tier 2 - Functional Teams
- Tier 3 - Systems, Process, and Data Teams
- Tier 4 - Third Party Support

The** User Experience Associate** will gain and demonstrate entry-level proficiency in many areas of Finance knowledge and business processes, solving customer problems with well-documented, repeatable solutions within the scope of Tier 1 support, and escalating remaining problems to specialized support tiers. Associates will work as a team to solve customer issues, share customer support best practices, and suggest improvements to resources and processes. Associates will become experts in delivering high-quality, responsive, and accurate customer support through the Salesforce platform. They will be critical in increasing the quality and efficiency of support throughout UVA Finance. Associates will embrace a philosophy of continuous improvement by seeking opportunities to develop skills and knowledge within Salesforce and UVA Finance and responding positively to feedback provided through quality assurance reviews and performance check-ins.

The Finance Solution Center handles approximately 600 cases weekly through various channels and uses Salesforce for customer relationship management. The team is also responsible for providing reception services for Carruthers Hall. Associates will primarily work on-site to promote collaboration, knowledge sharing, and networking. The team may be expected to work some academic holidays to provide support to UVA Health System employees. Service Experience Associates report to the Service Experience Manager.

UVA Finance is committed to providing a career pathway for successful agents to obtain more specialized roles throughout UVA Finance. This entry-level role will provide associates with a generalist view of finance work performed in Workday and Salesforce, better preparing them for future roles in the organization. Each associate who has left the Solution Center since its inception has gone on to serve other functional and systems teams in UVAFinance.

The starting pay rate for this position is $21.00/hour ($43,680 annually). The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Responsibilities and Duties
- Provide best-in-class customer support, emphasizing the success of UVAFinance stakeholders.
- Engage in root cause analysis to effectively identify the nature and urgency of the customer’s issue.
- Leverage knowledgebase documentation, self-help resources, and message templates to provide consistent and timely customer support.
- Gather information and documentation from customers that will support functional specialists in providing further support when cases are escalated.
- Provide detailed documentation on case efforts, provided solutions, and customer outcomes.
- Work collaboratively with team members and the User Success Manager to improve stakeholder service.
- Identify opportunities to develop or improve tier 1 knowledge articles and self-help resources.
- Engage in opportunities that will foster success as an agent and further career development.
- Greet, direct, and assist visitors to Carruthers Hall.
- Perform higher-level duties as needed.

Knowledge, Skills, and Abilities
- Commitment to best-in-class customer service experience for UVAFinance stakeholders.
- Understand the diverse needs and expectations of stakeholders within UVA and externally.
- Ability to communicate effectively with a diverse body of stakeholders.
- Ability to articulate and navigate complex policies and procedures.
- Impeccable verbal and written communication skills.
- Basic experience with computing software and systems.
- Sound judgment and discretion with sensitive information.
- Positive, team-oriented approach to service delivery.
- Commitment to continuous improvement.
- Advanced critical thinking, logic, and problem-solving skills.
- Ability to prioritize diverse tasks to meet customer needs.

The University of Virginia is proud to be an equal