job family - customer service & sales · job profile: sales, director job summary the job...

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Job Family - Customer Service & Sales

Job architecture is a University initiative that creates transparency and understanding about how staff positions are organized by job family, career track, and job level. A job family is a broad grouping of job profiles that span across the University, and use the same skills and knowledge to deliver a specific expertise type. A career track is a group of related job profiles in the same job family that represent the same nature of work with varying levels of contributions. This table of contents organizes job profiles in the Customer Service & Sales job family by career track.

Career Track Career Track Definition Job Profile (with Link)

Customer Relations (internal or external)

Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly. Develops University-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer feedback.

Customer Relations (internal or external), Director

Customer Relations (internal or external), Manager

Customer Relations (internal or external), Supervisor

Customer Relations (internal or external), Specialist

Customer Relations (internal or external), Business Coordinator

Sales Manages the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Designs, coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.

Sales, Director

Sales, Sr. Manager

Sales, Manager

Sales, Supervisor

Sales, Sr. Specialist

Sales, Specialist

Sales, Sr. Analyst

Sales, Analyst

Sales, Technical Specialist

Sales, Sr. Technician

Sales, Business Sr. Coordinator

Sales, Business Coordinator

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Career Track Career Track Definition Job Profile (with Link)

Shared Services Provides timely responses to University staff and student inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Supports a variety of University processes that cover a broad range of job families and career tracks including HR, payroll, procurement, training and IT.

Shared Services, Sr. Director

Shared Services, Sr. Manager

Shared Services, Manager

Shared Services, Supervisor

Shared Services, Specialist

Shared Services, Sr. Analyst

Shared Services, Sr. Technician

Shared Services, Technician

Shared Services, Business Sr. Coordinator

Shared Services, Business Coordinator

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Job Profile: Customer Relations (internal or external), Director

Job Summary

The job provides leadership and direction through managers responsible for the production and dissemination of large quantities of technical data to the financial community. Improves and maintains high subscriber satisfaction and retention. Oversees teams that coordinate the sales and marketing programs. Establishes and maintains relationships with financial services clients.

FLSA Status Role Impact

Exempt Non-Exempt People Manager Individual Contributor

Job Code Job Level

CSCUSM4 M4

Job Family Description Job Level Description

Responsible for developing and maintaining good relationships with internal as well as external customers. Will ensure that goods and services provided meet the customers needs.

Provides leadership and direction through managers. Is accountable for the performance and results of related departments. Executes functional plans and contributes to the development of unit strategy. Decisions are guided by division, school or sub-function strategy and priorities.

Responsibilities

1. Oversees management of employees that track subscriber satisfaction and retention and deliver the unit's financial data product.

2. Provides leadership for the implementation of sustained continuous improvement. Reviews and updates established business processes and metrics.

3. Develops and establishes performance goals, allocates resources and assesses policies for direct subordinates. 4. Is a member of the leadership team, and collaborates closely with all externally facing staff and with departments

across the organization. 5. Performs other related work as needed.

Education, Experience and Certifications

Education

Minimum requirements include a college or university degree in related field. Experience

Minimum requirements include knowledge and skills developed through 10+ years of work experience in a related job discipline.

Licenses and Certifications

None.

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Job Profile: Customer Relations (internal or external), Manager

Job Summary

The job manages a team of professionals responsible for the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Designs, coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSCUSM2 M2



Manages professional employees and/or supervisors. Is accountable for the performance and results of a team within own discipline. Adapts departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from manager. Provides technical guidance to employees, colleagues and/or customers.

Responsibilities

1. Manages employees that track operational, transactional, performance, and compliance reporting to provide reports to leadership.

2. Implements systems of sustained continuous improvement. Reviews and updates established business processes and metrics.

3. Develops and establishes performance goals, allocates resources and assesses policies for direct subordinates. 4. Manages professional staff who assist with knowledge management, document management, performance

management, and quality management. 5. Performs other related work as needed.


Education




None.

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Job Profile: Customer Relations (internal or external), Supervisor

Job Summary

The job supervises and monitors a team of support staff responsible for the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Designs, coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSCUSM1 M1



Supervises the daily activities of business or technical support or operations team. Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Typically does not perform the work supervised.

Responsibilities

1. Supervises employees that track operational, transactional, performance, and compliance reporting to provide reports to leadership.

2. Plans systems of sustained continuous improvement. Reviews and updates established business processes and metrics.

3. May develop and establish performance goals, allocate resources and assess policies for direct subordinates. 4. Supervises support staff who assist with knowledge management, document management, performance

management, and quality management. 5. Performs other related work as needed.


Education


Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.


None.

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Job Profile: Customer Relations (internal or external), Specialist

Job Summary

The job provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly. Develops initiatives to proactively inform and educate customers. Develops improvement plans in response to customer feedback.



Job Code Job Level

CSCUSP3 P3



Requires in-depth knowledge and experience. Uses best practices and knowledge of internal or external University issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.

Responsibilities

1. Works independently to increase user adoption and customer satisfaction by developing programs to drive customer loyalty and retention.

2. Uses breadth of knowledge and considerable on-the-job experience to assist in pre-sale activities, provide support continuity through the customer lifecycle, and ensure ongoing customer satisfaction.

3. Serves as primary point of contact for both outbound and inbound customer communications. 4. Performs other related work as needed.


Education




None.

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Job Profile: Customer Relations (internal or external), Business Coordinator

Job Summary

The job provides specialized business support for customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly.



Job Code Job Level

CSCUSB3 B3



Has developed specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.

Responsibilities

1. Ensures client satisfaction by serving as the primary liaison with customers. Develops strong relationships with customers by understanding their long- range plans and priorities and identifying their needs to ensure the value of services is maximized.

2. Coordinates and prioritizes small projects that involve work by multiple shops/departments, using the standard project management process. Communicates resource and time requirements to shop/department supervisors to effectively manage small projects and meet time and quality standards.

3. Coordinates unit resources with specific customers to support their strategic directions. 4. Performs other related work as needed.


Education

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Experience



None.

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Job Profile: Sales, Director

Job Summary

The job provides leadership and direction through managers responsible for managing the sale of products and/or services and/or key accounts. Evaluates sales performance against programs, quotas, and plans to determine effectiveness. Directs the design, management of sales and marketing programs. Cultivates new and existing relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSM4 M4



Provides leadership and direction through managers. Is accountable for the performance and results of related departments. Executes functional plans and contributes to the development of unit strategy. Decisions are guided by division, school or sub-function strategy and priorities.

Responsibilities

1. Directs and manages multiple related teams responsible for achieving sales and profit goals. Evaluates their performance against programs, quotas, and plans to determine effectiveness.

2. Directs the design, coordinates, and ensures the execution of sales and marketing programs. 3. Establishes short and long-term department plan and objectives. 4. Cultivates new and strengthens existing relationships with dealers, manufacturers, and customers. 5. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Sr. Manager

Job Summary

The job manages multiple related teams of managers and professional staff responsible for the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Designs, coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSM3 M3



Provides leadership to managers and professional staff. Is accountable for the performance and results of multiple related teams. Develops departmental plans, including business, operational and/or organizational priorities. Decisions are guided by resource availability and functional objectives.

Responsibilities

1. Manages and evaluates the sales team's performance against programs, quotas, and plans to determine effectiveness.

2. Designs and ensures the execution of sales and marketing programs. Develops and recommends short and long-term sales strategies.

3. Advises on recruiting, interviewing, hiring, and developing staff. Approves budgets and expenses. 4. Oversees visits to key national markets to investigate operations and local conditions. 5. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Manager

Job Summary

The job manages a team of professional staff responsible for the sale of products and/or services and/or key accounts. Review team sales performance against programs, quotas, and plans to determine effectiveness. Manages the design and management of sales and marketing programs. Establishes and manages relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSM2 M2




Responsibilities

1. Manages the sale of products and/or services and/or key accounts within a geographic area or market through assigned outside sales professionals.

2. Manages a team of outside sales professionals and their attainment of sales goals with their potential markets. 3. Adapts departmental plans and priorities to address resource and sales challenges. 4. Establishes and manages relationships with dealers, manufacturers, and customers. 5. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Supervisor

Job Summary

The job supervises and monitors a team of support staff responsible for the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSM1 M1




Responsibilities

1. Prepares the sales team's performance metrics against programs, quotas, and plans to determine effectiveness. 2. Plans the execution of sales and marketing programs. Coordinates short and long-term sales strategies. 3. Recruits, interviews, hires, and develops staff. Prepares budgets and expenses. 4. May visit key national markets to investigate operations and local conditions. 5. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Sr. Specialist

Job Summary

The job solves complex problems related to the sale of products and/or services and/or key accounts. Leads and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Designs, coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSP4 P4



Requires specialized depth and/or breadth of expertise. Interprets internal or external University issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead cross-functional or divisional teams or projects.

Responsibilities

1. Provides expertise in the function of selling products and services. Liaises with marketing and other units to target growth areas and generate leads

2. Leads and ensures the execution of sales and marketing programs. 3. Serves a role in recruiting, interviewing, hiring, and developing staff. Manages budgets and expenses. 4. Visits key national markets to investigate operations and local conditions. 5. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Specialist

Job Summary

The job manages the sale of products and/or services and/or key accounts. Reviews and analyzes sales performance against programs, quotas, and plans to determine effectiveness. Manages the design and administration t of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSP3 P3




Responsibilities

1. Works independently across a defined portfolio of products / services / accounts. 2. The job leverages understanding of emerging market trends and interdependencies to evaluate the potential impact

customers and expand relationships with its customers. 3. . 4. Leads the negotiations on medium-sized, complex accounts; has autonomy to set and negotiate product / service

terms; plans own territory or account approach. 5. Adapts selling techniques and the sales process to achieve the sale. Exercises judgment based on the analysis of

multiple sources of information. 6. . 7. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Sr. Analyst

Job Summary

The job provides professional support and solves straightforward problems in relation to the sale of products and/or services and/or key accounts. Analyzes sales performance against programs, quotas, and plans to determine effectiveness. Coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSP2 P2



Requires knowledge and experience in own discipline; still acquiring higher-level knowledge and skills. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Receives a moderate level of guidance and direction.

Responsibilities

1. Has a moderate/high level of authority in selling products and services. Works with marketing and other units to target growth areas and generate leads.

2. Plays a key role in the execution of sales and marketing programs. 3. May visit key national markets to investigate operations and local conditions. 4. Performs other related work as needed.


Education




None.

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Job Profile: Sales, Analyst

Job Summary

The job performs routine assignments related to the sales of products and/or services and/or key accounts. Prepares analysis of sales performance against programs, quotas, and plans to determine effectiveness. Assists in the design and coordinates sales and marketing programs.



Job Code Job Level

CSSLSP1 P1



Performs routine assignments in the entry level to a professional job progression. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Receives instruction, guidance and direction from others.

Responsibilities

1. Achieves sales target in a transactional sales process within an assigned portfolio of customers, products or services.

2. Articulates the strengths and limitations of assigned products/services and competitor products. 3. Works independently and/or as part of a team within an assigned area or account base on small to moderately-sized

accounts/opportunities with limited complexity. 4. Reviews contract terms with manager. 5. Performs other related work as needed.


Education


Minimum requirements include knowledge and skills developed through less than 2 years of work experience in a related job discipline.


None.

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Job Profile: Sales, Technical Specialist

Job Summary

The job leads technical sales support for products and/or services and/or key accounts. Supports the analysis of sales performance against programs, quotas, and plans to determine effectiveness. Assists technical aspects of the design and management of sales and marketing programs.



Job Code Job Level

CSSLST4 T4



Has advanced and specialized expertise in an analytical/scientific method or operational process, typically developed through a combination of job-related training and considerable on-the-job experience. Completes assignments and facilitates the work activities of others; may coordinate work beyond own area. Proposes improvements to processes and methods. Acts as a lead, coordinating the work of others - but is not a supervisor. Works autonomously within established procedures and practices.

Responsibilities

1. Acts as a sales technical lead to support a specific product, service or account. 2. Coordinates the work of other technical sales support team members to investigates and resolves underlying

metadata issues and discrepancies across the point of various systems used to record sales and process invoices. 3. Troubleshoots client reporting issues, interfaces with key internal and external team members, and educates clients

with CDC's database, systems, and web-based reporting tools. 4. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Sales, Sr. Technician

Job Summary

The job conducts a range of technical processes and procedures in relation to the sale of products and/or services and/or key accounts. Coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLST3 T3



Has developed proficiency in a range of processes or procedures through job-related training and considerable on-the-job experience. Completes a variety of atypical assignments, as needed. Works within defined processes and procedures or methodologies and may help determine the appropriate approach for new assignments. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.

Responsibilities

1. Has a moderate level of authority in selling products and services. Works with marketing and other units to target growth areas and generate leads.

2. Participates in the execution of sales and marketing programs. 3. May visit national markets to investigate operations and local conditions. 4. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Sales, Business Sr. Coordinator

Job Summary

The job acts as a lead for the operational sales support for products and/or services and/or key accounts. Supports in compiling data regarding the sales performance against programs, quotas, and plans. Assists coordinating activities related to the design and management of sales and marketing programs.



Job Code Job Level

CSSLSB4 B4



Has developed expertise in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience. Typically acts as a lead, coordinating the work of others - but not a supervisor. Works autonomously within established procedures and practices.

Responsibilities

1. Acts as a lead to maintain client business records as pertains to key publishing metadata (discounts, pricing, terms). 2. Processes sales/product orders, order adjustments as well as conducts account maintenance. 3. Use depth of knowledge and experience to conduct quality control checks on orders within the system. 4. Provides analytical support in service of maintaining key account relationships, such as assembling reports of

problem orders, pricing, or discount discrepancies. 5. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Sales, Business Coordinator

Job Summary

The job provides specialized business support for a range of processes and procedures in relation to the sale of products and/or services and/or key accounts. Coordinates, and ensures the execution of sales and marketing programs. Establishes and maintains relationships with dealers, manufacturers, and customers.



Job Code Job Level

CSSLSB3 B3




Responsibilities

1. Has a moderate level of authority in selling products and services. Works with marketing and other units as needed to target growth areas and generate leads.

2. Participates and supports in the execution of sales and marketing programs. 3. May visit national markets to investigate operations and local conditions as needed. 4. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Shared Services, Sr. Director

Job Summary

The job provides leadership and direction through senior managers responsible for helping to ensure the day to day business operations of the Shared Services Office run smoothly. Directs help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO. This position is key in managing the relationship between SSO and its customers.



Job Code Job Level

CSSHAM5 M5



Provides divisional leadership and direction through senior managers. Is accountable for the performance and results of a unit. Gives input and executes sub-function strategy to achieve key University objectives that have campus-wide or institutional impact. Decisions are guided by functional strategy and objectives.

Responsibilities

1. Manages employees through senior managers responsible for Human Resources operations. Ensures service goals and standards are met. Oversees the processing and approval of employee transactions.

2. Oversees University wide service metrics and makes process improvements to improve metrics. 3. Oversees the administration of the University's background check program, bringing issues to the vendor's attention

and providing leadership for the interaction between HR Partners in units and the vendor. 4. Ensures policies regarding employment eligibility, including protocols for reviewing, clearing and escalating issues

with background checks. 5. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Sr. Manager

Job Summary

The job manages multiple related teams of managers and professional staff responsible for helping to ensure the day to day business operations of the Shared Services Office run smoothly. Manages help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO. This position is key in managing the relationship between SSO and its customers.



Job Code Job Level

CSSHAM3 M3



Provides leadership to managers and professional staff. Is accountable for the performance and results of multiple related teams. Develops departmental plans, including business, operational and/or organizational priorities. Decisions are guided by resource availability and functional objectives.

Responsibilities

1. Manages and tracks operational, performance, and compliance reporting; makes both strategic and operational enhancements.

2. Implements systems of sustained continuous improvement. Reviews and updates established business processes and metrics.

3. Reviews organization wide, team, and individual employee metrics to identify trends and coordinates with team leaders to implement and track changes.

4. Manages and assists with knowledge management, document management, performance management, and quality management. Creates a learning and development environment for staff.

5. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Manager

Job Summary

The job manages a team of professionals responsible for helping to ensure the day to day business operations of the Shared Services Office run smoothly. Manages help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO. This position is key in managing the relationship between SSO and its customers.



Job Code Job Level

CSSHAM2 M2




Responsibilities

1. Manages and tracks operational, performance, and compliance reporting. 2. Recommends systems of sustained continuous improvement. Reviews and updates established business processes

and metrics. 3. Monitors and ensures organization wide, team, and individual employee metrics to identify trends and coordinates

with team leaders to implement and track changes. 4. Manages professional staff who assist with knowledge management, document management, performance

management, and quality management. Creates a learning and development environment for staff. 5. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Supervisor

Job Summary

The job supervises and monitors a team of support staff responsible for helping to ensure the day to day business operations of the Shared Services Office run smoothly. Supervises help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO. This position is key in managing the relationship between SSO and its customers.



Job Code Job Level

CSSHAM1 M1




Responsibilities

1. Supervises and tracks operational, performance, and compliance reporting. 2. Supervises systems of sustained continuous improvement. Reviews and updates established business processes

and metrics. 3. May assist in the review of organization wide, team, and individual employee metrics to identify trends and

coordinates with team leaders to implement and track changes. 4. Supervises support staff who assist with knowledge management, document management, performance

management, and quality management. Creates a learning and development environment for staff. 5. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Specialist

Job Summary

The job uses best practices and knowledge to solve straightforward problems to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAP3 P3




Responsibilities

1. Analyzes operational, performance, and compliance reporting in order to create process improvements. 2. Implements systems of sustained continuous improvement. Has a high level of authority to update established

business processes and metrics. 3. Acts as a resource to interpret metrics to identify trends and is responsible for implementing and tracking changes. 4. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Sr. Analyst

Job Summary

The job provides professional support and solves straightforward problems to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAP2 P2



Requires knowledge and experience in own discipline; still acquiring higher-level knowledge and skills. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Receives a moderate level of guidance and direction.

Responsibilities

1. Analyzes operational, performance, and compliance reporting. 2. Analyzes systems of sustained continuous improvement. Has a moderate/high level of authority to update

established business processes and metrics. 3. Helps interpret metrics to identify trends and coordinates with team leaders to assist implementing and tracking

changes. 4. Performs other related work as needed.


Education




None.

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Job Profile: Shared Services, Sr. Technician

Job Summary

The job conducts a range of technical processes and procedures to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAT3 T3



Has developed proficiency in a range of processes or procedures through job-related training and considerable on-the-job experience. Completes a variety of atypical assignments, as needed. Works within defined processes and procedures or methodologies and may help determine the appropriate approach for new assignments. Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.

Responsibilities

1. Has moderate authority and knowledge of operational, performance, and compliance reporting. 2. Implements systems of sustained continuous improvement. Has a moderate/high level of authority to update

established business processes and metrics. 3. Interprets metrics to identify trends and coordinates with team leaders to assist implementing and tracking changes. 4. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Shared Services, Technician

Job Summary

The job provides technical support activities related to processes and procedures to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAT2 T2



Expands skills in own work area within an analytical/scientific method or operational process. Maintains appropriate licenses, training and/or certifications, as needed. Applies experience and skills to complete assigned work within our area of expertise. Works within standard operating procedures and/or scientific methods. Works with a moderate degree of supervision.

Responsibilities

1. Has some authority and knowledge of operational performance, and compliance reporting. 2. Assists with continuous improvement of current activities. Has some level of authority to update established business

processes and metrics. 3. Helps with metrics to identify trends and coordinates with team leaders to assist implementing and tracking changes. 4. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Shared Services, Business Sr. Coordinator

Job Summary

The job acts as a lead for the business support to activities conducted in regards to processes and procedures to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAB4 B4



Has developed expertise in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience. Typically acts as a lead, coordinating the work of others - but not a supervisor. Works autonomously within established procedures and practices.

Responsibilities

1. Acts as a lead to proactively diagnose customer requests/inquiries; customize and present proposed solutions, as well as next steps to the customer. Find innovative solutions to more complex or difficult issues with appropriate escalation to higher level staff, lead, Business Partner or vendor as defined in the operational procedures and knowledge base.

2. Efficiently resolves customer’s primary issue and also anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system.

3. Updates and maintains Shared Service Office (SSO) knowledge base for the functions in scope. 4. Utilize call center telephony technology to manage and monitor volume of incoming calls. 5. Performs other related work as needed.


Education


Experience



None.

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Job Profile: Shared Services, Business Coordinator

Job Summary

The job provides specialized business support related to processes and procedures to ensure the day to day business operations of the Shared Services Office run smoothly. Participates in help desk, service management, continuous improvement, relationship management, training, and communications matters for the SSO.



Job Code Job Level

CSSHAB3 B3




Responsibilities

1. Proactively diagnose customer requests/inquiries; customize and present proposed solutions, as well as next steps to the customer. Find innovative solutions to more complex or difficult issues with appropriate escalation to higher level staff, lead, Business Partner or vendor as defined in the operational procedures and knowledge base.

2. Assists in resolving customer’s primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system.

3. May assist in updating and maintaining Shared Service Office (SSO) knowledge base for the functions in scope. 4. Utilizes call center telephony technology to support and monitor volume of incoming calls. 5. Performs other related work as needed.


Education


Experience



None.