EMPLOYEE SERVICES CHAT ASSOCIATE

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Position Base
Riverside

Location
UCPath

UCPATH

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer Prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

UCPath is the University of California's shared services center in Riverside, CA. UCPath manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, five medical centers, three national labs and more. The staff at UCPath work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath

Position Summary
The Employee Services Chat Associate will be responsible for providing a limited scope of customer service. Will serve as the primary point of contact for UC employees needing assistance with common and repeatable customer inquiries and/or problems related to payroll, benefits, or human resource questions. Educate customers on self-service tools and utilize internal technology to find answers. Gather specific intake information regarding service needs and initiate a case in the customer relations management (CRM) system. Determine the type of support needed and direct inquiries to the correct department for resolution.

Key Responsibilities

• 20% Answer/respond to basic inquiries from customers (includes employees, former employees, campus/location offices, retirees and vendors) on payroll, benefits, human resources and other employment related topics. Utilize knowledge management tools to find answers to common and repeatable questions and contribute feedback for new/updated knowledge articles.
• 20% Respond promptly and professionally to inbound and/or outbound customer phone calls and chat messages.
• 15% Assess customer's level of understanding, educate, and influence customers to utilize available self-service features and job aids. Complete accurate and actionable case documentation in the customer relationship management system.
• 20% Must be familiar with the latest HCM and CRM platforms and be able to identify any bugs or issues encountered. Be readily available to give feedback.
• 15% Identify and escalate priority issues to appropriate teams or supervisors for resolution. Maintain a high level of customer satisfaction by meeting or exceeding service standards.
• 10% Participate in department trainings, work groups, and meetings to ensure effective and efficient customer service. Promote and support self-service channel usage. Educate customers on website navigation and self-service tools.

Experience
Required Qualifications

• Min 1 year Internship and/or administrative experience and/or training and education

Preferred Qualifications

• Administrative experience in Human Resources, Benefits, or Payroll
• Min 1 year Customer support experience.

Skills and Abilities
Required Qualifications

• Minimum typing skills of 50-60 WPM and Data Entry skills
• Empathy, patience, and customer-centric approach to providing support and assistance to customers
• Excellent verbal and written communication skills with ability to convey complex concepts in a clear and understandable manner
• Familiarity with educational software platforms, learning management systems, and administrative tools commonly used in education institutions
• Ability to meet deadlines and multitask under demanding conditions with changing priorities
• Ability to work independently and as part of a team, collaborating effectively with colleagues and stakeholders
• Ability to follow direction and to ask for coaching and feedback
• Ability to handle confidential matters and material

Education
Required Qualifications

• High school diploma or equivalent experience.

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Job Code
004723

Salary Grade
STEPS

PayScale:
$24.62 - $34.87 an hour - Salary offers are determined based on final candidate qualifications and experience.

Benefits: For information on the comprehensive benefits package offered by UCPath visit: Benefits of Working for UC

ADDITIONAL INFORMATION

This position will work a hybrid schedule which includes a combination of working both onsite at UCPath in Riverside and remote in California.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

JOB CLOSE DATE

For first consideration, please apply by: January 25, 2025.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

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