ISC CUSTOMER SUPPORT REPRESENTATIVE

University of Washington - Seattle, WA
$3,480 a month

Notes: As a UW employee, you will enjoy generous benefits and work/life programs.
For detailed information on Benefits for this position, click here.

The University of Washington is following physical distancing directives from state and local governments as part of the collective effort to combat the spread of COVID-19. Click here for updates

“Onsite work” in the interim will vary for units and for specific positions and will be discussed with candidates during the interview process.

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years.

To support our faculty, staff, and student worker community, the UW created an Integrated Service Center (ISC) as a multi-channel resource (website, phone help desk, and walk-in center) for HR and Payroll inquiries and transactions. The ISC is the mission-critical portal to achieve the goals of the HR/Payroll Modernization Program, the largest single administrative initiative ever undertaken by the University.

We are seeking highly motivated, entrepreneurial, team-oriented individuals to staff the ISC. You will help to build a world-class shared services organization, dedicated to providing an exceptional customer service experience. You will deliver seamless support services where UW employees’ inquiries are responded to with enthusiasm, efficiency, accuracy, and full legal compliance. Your commitment to collaboration and customer care will improve the way the UW works and contribute to a culture of service that ensures access and inclusivity for everyone.

The University of Washington’s Integrated Service Center has an outstanding TEMPORARY (approximately 6 months) opportunity for a Customer Support Representative to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.

RESPONSIBILITIES:

  • This role will be 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. Working in the ISC, perform Tier 1 front-line “service desk” support work for users of Workday HCM software and customers of the University’s HR/Payroll processes.
  • 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.
  • Manage high-volume workloads by multi-tasking, coordinating with peers and communicating with customers as required.
  • Coordinate efficiently with a combination of HCM, Benefits, and Payroll resources within 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.
  • Escalate complex issues to Sr. Customer Support Representatives or Tier 2/3 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; provide feedback routinely to training team to assist in determining where additional campus training is needed.
  • Promote an outstanding customer-service environment, including strong communication skills and application of tact and diplomacy when dealing with customers.
  • Represent Tier 1 in cross-team meetings, and communicate information and training back to the team.
  • Monitor customer satisfaction and adjust service delivery protocols based on pertinent feedback.
  • Identify patterns in issues/inquiries and promote improved customer service through regular updates to knowledge management content.
  • Perform related duties as required.

    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
  • High level of ability to manage a high volume of disparate issues and bring swift resolution
  • 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
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    Application Process:
    The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.


  • Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

    Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

    The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

    The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

    To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected]

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