Client Success Advisor - HR, Payroll & Grants Support

University of Chicago; Chicago (IL); Hybrid; USD 29,000 - 33,000; Full time

Job summary

The University of Chicago is seeking a Client Relations Specialist (CRS) to resolve inbound calls, chats, emails, and ServiceNow requests from customers across financial services, HR, payroll, budgeting, and grants management. You will provide first-level issue resolution and escalate when needed, delivering excellent customer service.

Hybrid position requiring in-person training at the Hyde Park Campus with a home-office setup for remote work.

Qualifications

• Education: vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
• Work Experience: 5-7 years of work experience in a related job discipline.
• Certifications: —

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 KPIs and SLAs.
• Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps to the customer.
• Determines if requests require escalation to the defined offices.
• Efficiently resolves a customer’s primary request and anticipates downstream impacts.
• Documents customer interaction in call center technology system.
• Advises customers on how to use self-service tools.
• Advises customers on Oracle Cloud and Workday navigation and basic transactional functionality.
• Opens, closes, and manages requests through the ServiceNow portal.
• Supports routine financial report creation.
• Participates in special project requests to assist with overflow work.
• Facilitates clerical testing as needed.
• Attends trainings with Training Center of Expertise to provide feedback on trainings.
• Assists in resolving customer issues and documents interactions.
• Utilizes call center telephony to monitor call volume.
• Performs other related work.

Skills

Customer service

Communication

Remote work

Multi-tasking

Teamwork

Education

Bachelor’s degree

Vocational training or equivalent experience

Tools

Oracle Cloud

Workday

Microsoft Teams

Zoom

Email

Job description

The University of Chicago is seeking a Client Relations Specialist (CRS) to resolve inbound calls, chats, emails, and ServiceNow requests from customers across financial services, HR, payroll, budgeting, and grants management. You will provide first-level issue resolution and escalate when needed, delivering excellent customer service.

Hybrid position requiring in-person training at the Hyde Park Campus with a home-office setup for remote work.