WVU Online

Customer Care Agent – Shared Services Center

WVU Online

full-time

Posted on:

Location Type: Remote

Location: Virginia • West Virginia • United States

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Job Level

Junior

About the role

  • 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
  • Escalate issues to customer service leaders or to central units
  • Redirect customers when needed and facilitate resolution with outside entities
  • Troubleshoot problems and resolve items within your scope
  • 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 new knowledgebase articles through supervisor based on inquiries received in the SSC
  • Participate in ongoing training experiences offered within the SCC and within WVU

Requirements

  • High school diploma
  • A minimum of one (1) year of experience:
  • Must be able to communicate well and work with a variety of constituencies
  • Must be skilled 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.
Benefits
  • 37.5-hour work week
  • 13 paid holidays
  • 15 annual leave (vacation) days per year or more based on years of service
  • 18 sick days per year
  • 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
  • Wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementtroubleshootingknowledgebase article creationcustomer inquiry resolutionservice request handling
Soft Skills
communicationactive listeningproblem-solvingcustomer servicecollaboration
Certifications
high school diploma