Job Abstract

The Customer Care Specialist is a dynamic customer service role that encompasses all aspects of frontline application, technical, and infrastructure support along with the respective escalation pathways. There are multiple customer entry points to UCLA Health IT Customer Care ranging from: phone, face-to-face, email, self-service ticketing, chat, messaging, and text. The Customer Care Specialist is expected to navigate them all with fluidity and utmost professionalism. Additionally, Customer Care Specialists monitors and manages numerous alerting services and are expected to follow escalation protocols and defined policies and procedures day-to-day 24x7. Perform Lead duties, as assigned/scheduled.

Salary Range: $28.18-$45.35 hourly

· Excellent communication skills, both written and verbal.

· Proficient in Microsoft Office Professional (Word, Excel, PowerPoint, Outlook, Project & Visio).

· Ability to handle sensitive and difficult situations in a professional and responsive manner.

· Ability to work independently with minimal supervision as well as in a team environment.

· Ability to interact effectively with individuals and organizations at all levels, establish and maintain good working relationships.

· Ability to prioritize and execute tasks in a high-pressure environment.

· Ability to skillfully react to a fluid and constantly changing work environment.

· Ability to communicate the status of various systems to management and/or support personnel.

· Ability to follow escalation procedure.

· Ability to learn University structure and policies sufficient to serve as a resource for questions, referrals, and documentation.

· Ability to work overtime as required.