Client Relations Specialist

uchicago; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

The University of Chicago, Knowledge and Optimization Organization, seeks a Client Relations Specialist to resolve inquiries from faculty, staff, and vendors about financial services, HR, payroll, budgeting, and grants management. You will handle ServiceNow tickets and provide first-level issue resolution with focus on accuracy and customer experience.

Responsibilities include documenting interactions, guiding users on Self-service tools, and escalations as needed, using Oracle Cloud and

Qualifications

• Education: vocational training or equivalent experience in related field.
• Work Experience: 5–7 years in a related job discipline.
• Certifications: none required.

Responsibilities

• Answers inbound calls and chats; processes inquiries through ServiceNow related to HR, payroll, budgeting and planning, financial management, and grants.
• Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps.
• Determines if requests require escalation to offices defined in the Service Desk Manual.
• Efficiently resolves a customer's primary request and addresses downstream impacts.
• Documents customer interaction in the call center technology system.
• Advises customers on self-service tools and on technology system navigation, including Oracle Cloud and Workday.
• Opens, closes, and manages requests through the ServiceNow portal.
• Supports routine financial report creation.
• Participates in special project requests to assist overflow work.
• Attends trainings and provides feedback on useful trainings.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Education

Bachelor's degree

Tools

Oracle Cloud

Workday

ServiceNow

Microsoft Teams

Zoom

Job description

Department

F&A Help Desk

About the Department

The Knowledge and Optimization Organization is a service and process efficiency organization dedicated to continuous improvement for HR, Payroll, and Procure to Pay services. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research.

We provide Human Resources support for compensation activities, data management, staff recruitment, student employment and time tracking. We provide Payroll support for employee wage and fellowship payments, independent contractor and other reportable payments, payroll corrections, tax calculation and reporting and compliance for payment to non citizens and entities. In addition, Knowledge and Optimization Organization provides Procure to Pay support for invoice processing, vendor management, check requests, purchase order compliance and expense reimbursement.

Job Summary

The Client Relations 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.

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.
• Advise customers on how to use self-service tools.
• Advise 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).
• Work Experience:
• Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
• Certifications:
• ---

Preferred Qualifications

• Education:
• Bachelor's degree.
• Experience:
• Background with proven success in a customer-facing role.
• Understanding of 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 proficiency.
• Familiarity with Microsoft Teams and Zoom to stay connected to te