Description:
DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact for resolution for benefits-related questions from faculty, staff and student employees by providing front-line “service desk” support by answering a high volume of inbound calls, chats and emails in a fast-paced service center working environment.
- Identify, research and resolve employee questions and inquiries regarding Workday benefits functionality—including how to enroll, make changes and understand what issues need more specialized assistance.
- Resolve inquiries based on established UWHR Benefits policies and procedures, adhering to processes and workflows, and utilizing UW Connect case management software.
- Assist walk-in customers with routine questions and/or by reviewing materials, asking questions and determining the appropriate Workday process.
- Work in collaboration with other Benefit team members to perform direct data entry and to monitor and respond to tasks identified by multiple complex data reports.
- Serve as a liaison between employees and other Workday help desks in UWHR, Payroll, and UW-IT to ensure employee is seamlessly connected to the best support for their question and escalate complex issues following standard protocol.
- Identify themes of regular, repeat topics and concerns and elevate these, so that processes, webpage materials, and other collateral can be reviewed and improved.
- Support periodic Workday update processes, including evaluating employee self-service functions.
- Identify updates and improvements to internal user support documentation and training resources.
- Perform other duties as required.
- MINIMUM REQUIREMENTS
High school graduation or equivalent
AND
One (1) year of general office experience or experience in customer service, telephone sales or problem resolution
OR
Equivalent education/experience.
ADDITIONAL REQUIREMENTS
- Experience providing excellent customer service to a wide range of customers
- Experience providing service to a diverse group of customers; ability to exhibit a high degree of respect for diversity in customer base
- Experience resolving complex inquiries and exhibiting efficient performance during high-volume timeframes
- Ability to learn broad scope of HR/Benefits/Payroll content in order to provide excellent customer service
- Ability to communicate clearly, in writing and in verbally to a broad, diverse audience
- Ability to quickly learn new software systems