Description
Job Title: Customer Care Specialist
Job Type: Full-time
Company: Case Western Reserve University
Location: Main Campus
Pay Rate: $49,000
Job Summary:
Kelly recently partnered with CWRU for a Customer Care Specialist. As a Customer Care Specialist, you will be responsible for overseeing all aspects of the Customer Care team operations. Your primary focus will be to ensure professionalism, efficiency, and outstanding customer service while mitigating risk to the University and its constituents. You will also design and implement improved processes or operational policies. We are looking for someone with strong Excel skills and the ability to work in a fast-paced environment. Prior experience in journaling, Pcard, and customer service would be a plus.
Roles and Responsibilities:
- Manage daily customer service resolution of Purchasing and Accounts Payable issues, including handling escalated issues, determining problems, and providing resolutions.
- Serve as a leader and proactive liaison to internal and external customers on all University Business Policies, providing guidance and direction.
- Maintain and communicate expert knowledge of general Purchasing and Accounts Payable policies.
- Utilize various databases and systems to investigate and resolve complex challenges regarding purchase orders, invoices, payment requests, travel requests, etc.
- Directly supervise the customer care team to ensure efficiency, professionalism, and outstanding customer service.
- Hire and train new employees, define and assign individual tasks, maintain schedules and standards.
- Make recommendations for proactive service enhancement and improvement.
- Develop and recommend departmental policies and procedures regarding customer service, vendor database management, audit controls, and human resource requirements.
- Serve as the administrator for the hosted call center and develop schedules to produce accurate and timely information for reporting.
- Collect, analyze, and interpret financial management information for ASO Vendors to assist with the preparation and recommendations for annual operating budgets.
- Provide ASO Vendor financial data for quarterly forecasting, mid-year close, annual budgeting, and annual year-end closing.
- Manage vendors to ensure proper governmental screening compliance and authorize vendors for campus use.
- Collect information, statistics, and other data, and prepare reports or correspondence to support daily operations of the team and leadership.
- Perform administrative and various support duties such as creating, editing, and proofreading documentation.
- Serve as a backup to coordinate fulfillment with P-card administrator and process P-card applications.
- Maintain highly confidential information on staff, students, vendors, and budgets.
- Perform other duties as assigned.
Qualifications & Skills:
- Strong Excel skills
- Ability to work in a fast-paced environment
- Prior experience in journaling, Pcard, and customer service
- Excellent leadership and supervisory skills
- Strong problem-solving and decision-making abilities
- Exceptional communication and interpersonal skills
- Attention to detail and accuracy
- Knowledge of financial management and budgeting
- Proficiency in using databases and systems such as PeopleSoft, Telax phone system, and PaymentNet4
- Familiarity with federal, state, and local regulations governing purchases and contracts
Opportunities:
- Opportunity to lead and manage a customer care team
- Chance to make a significant impact by improving processes and operational policies
- Exposure to a diverse range of stakeholders within the university community
- Professional growth and development opportunities
- Collaborative and supportive work environment
Company Culture:
At CWRU, we value professionalism, efficiency, and outstanding customer service. We believe in continuous improvement and actively seek creative ideas and procedures from outside sources to provide the best purchasing experience for our end users. We foster a collaborative and supportive work environment where everyone's contributions are recognized and valued. Join us and be part of a team that is dedicated to delivering excellence in accounting and customer care
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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