Service Center Agent

Summary

Join Northwestern Medicine's Information Services team as a Service Center Universal Agent, providing first-line customer service to a diverse workforce across multiple locations and operating 24/7. You will handle inquiries via phone, email, web forms, walk-ins, and chat, ensuring timely and accurate resolutions. This role requires strong customer service skills, problem-solving abilities, and the ability to navigate multiple systems. Northwestern Medicine offers competitive benefits, including 401(k) matching and lifecycle benefits. The ideal candidate possesses an associate's degree or equivalent experience and strong communication and technical skills. Opportunities for professional development are available.

Requirements

• Associate’s degree and 0-2 years of experience in a customer service role or in lieu of degree, must have minimum of 2 years of experience in a customer service role
• Complete all mandatory learning/ certifications required within a set timeframe
• 0-2 years of experience as a call center representative or in a call center environment
• Consistent and effective employee customer service skills and level of professionalism
• Ability to synthesize information from multiple sources or channels in order to identify solutions to employee inquiries
• Ability to utilize critical thinking skills to help resolve issues and questions
• Strong written and verbal communication skills
• Strong technical acumen, and demonstrated abilities navigating multiple systems
• Strong analytical and problem-solving skills
• Basic understanding of computer hardware and software
• Ability to read, analyze, and interpret product documentation and technical procedures
• Ability to understand and interpret HR policies, procedures, and knowledge base articles
• Assist employees and managers with all HR related inquiries
• Assist employees with Benefits enrollment
• Routing of cases to HR subject matter experts or vendors as required for resolution
• Relaying personnel information to employees, managers and outside parties with an understanding of when/what is appropriate to release
• Utmost integrity in handling confidential and sensitive information
• Ability to learn new skills as required to support a variety of departments within NM’s Administrative and Information Technology areas

Responsibilities

• Provide efficient, accurate, professional support to employees and contractors with a focus on outstanding customer service
• Gather information to accurately respond to and/or resolve all inquiries using the standardized MyNM Service Center intake procedures, policy, knowledge management system, and reference materials
• Use critical thinking to solve problems with patience and a positive approach
• Provide adequate direction and guidance to employees regarding location of relevant documentation on the employee portal and NM websites
• Be available to answer customer calls promptly during their scheduled shift and maintain an availability percentage according to current standards
• Follow-up and make scheduled callbacks to customers where necessary
• Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)
• Manage the escalation of inquiries to the appropriate points-of contact based on case complexity and transaction requirements using the case management system and call transfer protocols
• Follow all MyNM Service Center policies, processes, guidelines
• Engage in team activities/ training as appropriate and assist with any ad-hoc projects/ testing as called upon
• Strive to meet or exceed all departmental quality and compliance goals
• Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)

Preferred Qualifications

• Bachelor’s degree
• Knowledge of call center operations in healthcare setting
• Bi-lingual

Benefits

• 401(k) matching
• Lifecycle benefits
• Tuition reimbursement
• Loan forgiveness