Service Experience Associate, UVAFinance Solution Center

Service Experience Associates work collaboratively to resolve customer issues using well-documented, repeatable solutions within their area of expertise. Issues beyond their scope are escalated to Senior Service Experience Associates, functional teams, or technical teams as appropriate.

In this role, Associates develop deep knowledge of a wide range of UVAFinance policies, procedures, and systems to deliver high-quality, timely, and accurate customer support. Over time, they become skilled in identifying root causes of problems, using relevant resources to find solutions, and communicating those solutions effectively to meet customer needs.

Service Experience Associates are committed to continuous improvement. They actively seek opportunities to expand their skills and understanding of customer service and UVAFinance business processes. Feedback from quality control and performance reviews is regularly incorporated into their daily work.

Associates report directly to the Service Experience Manager.

Successful candidates will be able to:

• Confidently respond to customer inquiries via phone, email, chat, or in-person.

• Tailor responses to meet the unique needs of different customer segments.

• Conduct root cause analysis to assess the nature and urgency of customer issues.

• Accurately enter customer information and inquiries into Salesforce in real time.

• Use knowledge bases, self-help tools, search engines, and templates to provide reliable support.

• Clearly document research findings and actions to ensure continuity of service.

• Follow established protocols and meet service level expectations.

• Collaborate effectively with team members and leadership to enhance the customer experience.

• Take initiative in learning and development to support personal and team success.

• Demonstrate UVAFinance's core values: service excellence, collaboration, reliable information, continuous improvement, and respect for others.

The starting pay rate for this non-exempt level benefited position is $23.07 per hour. This is an on-site role with no eligibility for remote work. The team may be expected to work some academic holidays to provide support to UVA Health System employees. The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

This position will remain open until filled. The University will perform background checks on all hires (if required) prior to employment. Applicants must be currently authorized to work in the United States. For this role, the University will not sponsor or consider candidates requiring sponsorship for employment visas now or in the future. For questions about the position or the application process, please contact Daniel Strong, Senior Recruiter at das6zb@virginia.edu.

Please apply through the University job board, Careers at UVA, and search for R0072643.

Please submit a resume and a cover letter to be considered for this position, applications that do not contain both pieces of information will not receive full consideration.

Internal applicants must apply through their UVA Workday profile by searching 'Find Jobs' or through their 'Jobs Hub'. Applicants must complete an application online with the following documents:a resume and cover letter.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA's commitment to non-discrimination and equal opportunity employment.