Customer Care Agent

About the Opportunity
The WVU OSP Customer Care team is a customer service organization that provides support and transaction services to the University in the areas of sponsored programs research administration.  Working remotely, the Customer Care representative will serve as a resource to the WVU research community to assist our clients with a variety of research administration requests in the areas of pre-award, award negotiation, and award initiation.   Success in this position will be determined based on the candidate’s ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience.  All members of the OSP Customer Care team are responsible for advocating for customers to improve their experience at WVU.    

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week 
• 13 paid holidays (staff holiday calendar)
• 15 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a 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. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

What You’ll Do

• 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; this should be done in a conversational way making it easy for the customer to share thoughts
• Escalate issues to customer service leaders or to central units
• Redirect customers, when needed, and facilitate resolution to with outside units
• Troubleshoot problems and resolve items within your scope; provide detailed information on items escalated to other business units
• Update and communicate with customers to provide them with expectations on service and value being delivered
• Upon updating customer, mark cases as resolved when customer requests are fulfilled, or inquiries are answered
• Submit recommendations through supervisor for new knowledgebase articles based on inquiries received in the OSP Customer Care Center
• Submit requests to modify knowledgebase articles through supervisor based on information learned 
• Submit ideas for continuous improvement to the operations team
• 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 OSP Customer Care Team and within WVU; use initial training and ongoing training to provide accurate information
• Special projects as needed 
• Collaborate with supervisor to meet or exceed contact center metrics

Pay Grade: 13

Qualifications

At least one (1) year experience in the following:

• Must be able to communicate well and work with a variety of constituencies. 
• Must have skills 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.
• All qualifications must be met by the time of employment.

Knowledge, Skills, and Abilities

• Communicates effectively, both orally and in writing. Listens to others and effectively comprehends information 
• Outstanding interpersonal skills and demonstrated success in networking and ability to build and maintain effective relationships, both internally and externally
• High degree of integrity, ethical practices, tact and ability to be direct and influence others while remaining diplomatic
• Ability to present ideas persuasively and settle differences in a manner that strengthens relationships
• Ability to read and understand procedures
• High-energy, adaptability, and empathy
• Dependable; strives to be at work when scheduled 
• Resourceful; Strategic thinking and able to search for accurate answers  

About WVU 

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values — service, curiosity, respect, accountability and appreciation — unite us as Mountaineers.

We are dedicated to creating an inclusive and engaging working environment and actively seek candidates who bring diverse ideas, approaches and experiences.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is proud to be an Equal Opportunity Employer and is the recipient of an NSF ADVANCE award for gender equity. We value diversity among our faculty, staff and students and invite applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.