ISC Customer Service Representative Lead
UW CODE AND REPRESENTATIVE GROUP
17190 (NE S SEIU 925 Non Supv)
21723 (NE H SEIU 925 Non Supv)
CLASS SERIES CONCEPT
The Integrated Service Center (ISC) provides single point of contact for high volume HR/Payroll inquiries at the University of Washington. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll.
BASIC FUNCTION
Lead Customer Service Representatives, Senior Customer Service Representatives and other assigned staff in the ISC, and perform the work of an ISC Customer Service Representative or Senior Customer Service Representative. Coordinate daily workflow.
Must lead at least one full-time employee (1.0 FTE) or an equivalent combination of part-time employees.
DISTINGUISHING CHARACTERISTICS
Under general direction, regularly assign, instruct and check the work of others, train and orient staff, provide feedback on employee performance, as well as identify and resolve problems.
Through the structure provided by ServiceNow case management software, operate as a lead in a team dedicated to executing Tier 1 customer support functions within the ISC framework. At this level customer contact with customers is primarily transactional in nature, but the lead may occasionally problem solve directly with a customer to determine the appropriate Workday process. Provide assistance and support to ISC Customer Service Representatives and Senior Customer Service Representatives to troubleshoot system and/or procedure issues.
TYPICAL WORK
Provide feedback to supervisor for employee performance evaluations, corrective action plans and training plans;
Train and orient new employees;
Review and correct the work performed by others for compliance with established procedures;
Participate in interviewing applicants;
Perform front-line “service desk” support, serving as the first point of contact for resolution of HR and Payroll inquiries directed to the ISC by the University’s faculty, staff and student workers;
Identify, research and resolve user questions and inquiries regarding Workday functionality. Act as first level technical response to items such as log-in issues, information in Workday that appears to be incorrect, etc. ;
Resolve inquiries based on established ISC policies and procedures and adhere to service center processes and workflow;
Answer a high volume of inbound calls in a fast-paced service center working environment;
Assist walk-in customers with routine questions and/or by reviewing materials, asking questions, and determining the appropriate Workday process;
Coordinate efficiently with a combination of HCM, Benefits, and Payroll staff in the ISC and advanced domain experts external to the ISC to address inquiries that should be escalated;
Serve as a liaison between Workday end users and other ISC staff to ensure timely, appropriate transfer of information and response to inquiries;
Utilize ServiceNow to facilitate management of inquiries/issues in accordance with established protocols;
Resolve complex issues raised by Sr. Customer Support Representatives or Tier 2 specialists within the ISC as well as in Central Business Units (CBUs) external to the ISC as required;
Use ServiceNow to facilitate management of inquiries/issues in accordance with established protocols;
Support periodic Workday update processes, including testing of employee self-service functions;
Assist with the identification and verification of additions/changes to the ISC working repository of knowledge content;
Assist in developing and verifying relevant content to support ISC training;
Work closely with UW Tower Facilities, Teleservices and IT Services, to facilitate upkeep and installation of employee support systems;
Monitor compliance with Risk Management and Environmental Health and Safety policies, coordinate department Emergency Evacuation Plan (emergency preparedness) ;
Perform the work of an ISC Senior Customer Service Representative or ISC Customer Service Representative; and
Perform other duties as required.
MINIMUM QUALIFICATIONS
High school graduation or equivalent
AND
Two (2) years of in customer service, telephone sales or problem resolution, including:
One (1) year as an ISC Customer Service Representative or equivalent role
OR
Six (6) months of experience in human resources, benefits, payroll, or other Human Resource
OR
Equivalent education/experience.
CLASS SPECIFICATION HISTORY
New Class: 11-1-19 as negotiated with SEIU 925.