**Experienced Customer Resolution Specialist – Financial Services and University Operations**

At blithequark, we are dedicated to delivering exceptional customer experiences across various departments, including financial services and university operations. As a key member of our team, the Experienced Customer Resolution Specialist will play a vital role in resolving customer inquiries and requests in a timely and professional manner. If you are passionate about delivering outstanding customer service and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. **About blithequark** blithequark is a leading organization that values innovation, collaboration, and customer satisfaction. Our team is comprised of talented professionals who are dedicated to making a positive impact in the lives of our customers. We are committed to fostering a culture of inclusivity, respect, and continuous learning, where our employees can grow and thrive. **Responsibilities** As an Experienced Customer Resolution Specialist, you will be responsible for: * Answering inbound phone calls and chats, as well as processing 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 analyzing customer inquiries and requests, and presenting customized solutions and next steps to the customer. * Determining 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 resolving a customer's primary request and anticipating/addresses common downstream impacts. * Documenting customer interaction in Call Center Technology system. * Advising customers on how to use self-service tools. * Advising customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms. * Opening, closing, and managing requests through the ServiceNow portal. * Supporting routine financial report creation. * Participating in special project requests to assist with overflow work of other teams as needed. * Facilitating clerical testing as needed. * Attending trainings and working with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community. * Utilizing call center telephony technology to support and monitor volume of incoming calls. **Requirements** To be successful in this role, you will need: * A minimum of 5-7 years of work experience in a related job discipline, with a strong focus on customer service and problem-solving. * Vocational training, apprenticeships, or equivalent experience in a related field (a four-year degree is not typically required). * Strong analytical and problem-solving skills, with the ability to think critically and outside the box. * Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and management. * Proficiency in various contact or call center computer-related technologies. * Familiarity with administrative processes, procedures, and systems within a university setting. * Basic computer skills, including email functionality. **Nice-to-Haves** While not required, the following qualifications would be beneficial: * A Bachelor's degree in a related field. * Proven success in a customer-facing role, with a strong track record of delivering exceptional customer experiences. * Skilled in various contact or call center computer-related technologies. * Familiarity with Oracle Cloud and/or Workday experience. * Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment. **Skills and Competencies** To succeed in this role, you will need to possess the following skills and competencies: * Strong customer service skills, with the ability to resolve customer inquiries and requests in a timely and professional manner. * Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and management. * Strong analytical and problem-solving skills, with the ability to think critically and outside the box. * Proficiency in various contact or call center computer-related technologies. * Familiarity with administrative processes, procedures, and systems within a university setting. * Basic computer skills, including email functionality. **Career Growth Opportunities and Learning Benefits** At blithequark, we are committed to providing our employees with opportunities for growth and development. As an Experienced Customer Resolution Specialist, you will have access to: * Regular training and development opportunities, including workshops, webinars, and conferences. * Mentorship and coaching from experienced colleagues and management. * Opportunities for career advancement and professional growth. * A comprehensive benefits package, including health insurance, retirement savings, and paid time off. **Work Environment and Company Culture** blithequark is a dynamic and inclusive organization that values diversity, equity, and inclusion. Our team is comprised of talented professionals who are passionate about delivering exceptional customer experiences. We are committed to fostering a culture of respect, empathy, and continuous learning, where our employees can grow and thrive. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * A salary range of $60,000 - $80,000 per year, depending on experience. * A comprehensive benefits package, including health insurance, retirement savings, and paid time off. * Opportunities for career advancement and professional growth. * A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion. **How to Apply** If you are passionate about delivering exceptional customer experiences and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a culture of inclusivity, respect, and continuous learning, where our employees can grow and thrive. Apply for this job