Note: The job is a remote job and is open to candidates in USA. The University of Michigan Shared Services Center is a customer service organization providing financial and human resource administrative services to the university community. The Human Resource Customer Care Representative will answer and triage benefits-related inquiries, manage high volumes of calls and tickets, access multiple systems, communicate with customers, and escalate or resolve issues as needed.
Responsibilities
- Develop subject matter expertise while answering and triaging inquiries relating to areas of Benefits for Open Enrollment
- Handle a high volume of phone calls and tickets using a case management tool to open, document, process, and resolve tickets
- Potential outreach to U-M employees, retirees, etc., groups via phone for important communication/follow-up
- Access records in multiple systems to resolve inquiries
- Communicate via both email and phone to collect additional information and provide updates on ticket status
- Work in a collaborative environment with business partners, customers, and colleagues
- Other duties as assigned
Skills
- High School diploma or equivalent
- 1+ years of experience providing Customer Service with a focus on triaging calls or call center functions
- Intermediate level proficiency with data entry and computer skills
- 1+ years of experience with business software solutions
Benefits
- Work is 95% remote, with an occasional on-site presence potentially required.
- Equipment, including a laptop and monitors, will be provided for your use.
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