Senior Customer Service Representative - Finance

Senior Customer Service Representative - Finance

About the Opportunity

Job Summary:
We are looking for a dedicated and customer-focused Senior Customer Service Experience Representative to join our Finance team. The ideal candidate will be responsible for assisting customers with inquiries, troubleshooting issues, and ensuring a seamless customer experience. This role requires excellent communication skills, problem-solving abilities, and a passion for providing outstanding support.

Key Responsibilities:

1. Customer Interaction: Respond to customer inquiries in a timely and professional manner.
2. Issue Resolution: Troubleshoot and resolve customer issues while maintaining a positive customer experience.
3. Product Knowledge: Develop and maintain a deep understanding of Finance tools and services to provide accurate and helpful support.
4. Documentation: Accurately record customer interactions, issues, and resolutions in the support system.
5. Customer Satisfaction: Actively listen to customer concerns and provide thoughtful solutions. Strive to meet and exceed customer satisfaction targets by delivering high-quality support.
6. Collaboration: Work closely with primary Finance service delivery teams (Procure to Pay, Treasury, Budget, Accounting) to relay customer feedback and improve service.
7. Continuous Improvement: Identify trends in customer issues and recommend solutions to reduce recurring problems.
8. Knowledge Base Contribution: Assist in maintaining and updating customer support resources such as FAQs, guides, and troubleshooting documentation.

Qualifications & Skills:

1. Education: High school diploma or equivalent required; bachelor's degree preferred.
2. Experience: 1-2 years of experience in customer service, support, or a related role preferred.
3. Communication: Excellent verbal and written communication skills.
4. Problem-Solving: Strong troubleshooting abilities with a customer-first mindset.
5. Technical Skills: Familiarity with customer support tools (e.g., Service Now) is a plus.
6. Team Player: Ability to work collaboratively in a team-oriented environment.
7. Multitasking: Ability to handle multiple inquiries efficiently and effectively.
8. Empathy & Patience: A customer-focused attitude with a commitment to resolving issues professionally.

If you have a passion for helping customers and want to be part of a dynamic support team, we'd love to hear from you!

Position Type
General Administration

Additional Information
Northeastern University considers factors such as candidate work experience, education and skills when extending an offer. Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:
106H

Expected Hiring Range:
With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.

To apply, visit this link