Are you a diverse candidate? Reach out to Andrea Horton-Meriçli, Talent Acquisition Diversity Specialist, directly on LinkedIn or at adh194@
The Customer Support Supervisor role is responsible for overseeing the Benefits Customer Support team that services the University’s staff, faculty, retiree and student population. As the Customer Support Supervisor, you will coordinate with the UPMC Health Plan to ensure world-class customer service is provided to all university affiliates and uphold the administration of the University’s benefits administration handling escalated inquiries, as needed. This role is also responsible for documenting and monitoring the internal workflow processes, performance metrics and other reporting related to the customer support team.
Strong customer service and interpersonal skills are necessary to work effectively with employees, colleagues and external vendors.
Must have strong written and oral communication skills.
Must be able to develop and monitor customer service performance metrics.
Ability to facilitate presentations/meetings on a variety of benefit subjects/topics to various audiences.
Job Summary
Researches and answers non-routine questions. Evaluates and makes recommendations to management. Responds to inquiries, resolves issues, and maintains vendor relationships. Analyzes data, prepares reports, and facilitates presentations for educational initiatives.
Essential Functions
Physical Effort
Moderate physical effort required. May be required to stand/move for several hours at a time. May be required to move objects up to 50 pounds with or without assistance of equipment.
The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.
The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.
Assignment Category Full-time regular
Job Classification Staff.Benefits Supervisor
Job Family Human Resources
Job Sub-Family Benefits
Campus Pittsburgh
Minimum Education Level Required Bachelor's Degree
Minimum Years of Experience Required 2
Will this position accept substitution in lieu of education or experience? Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.
Work Schedule Monday - Friday, 8:30 a.m. - 5:00 p.m
Work Arrangement Hybrid: Combination of On-Campus and Remote work as determined by the department.
Hiring Range TBD Based Upon Qualifications
Relocation Offered No
Visa Sponsorship Provided No
Background Check For position finalists, employment with the University will require successful completion of a background check
Child Protection Clearances Not Applicable
Required Documents Resume, Cover Letter
Optional Documents Not Applicable
Please apply through this website: https://cfopitt.taleo.net/careersection/pitt_staff_external/jobdetail.ftl?job=24003487&tz=GMT-04%3A00&tzname=America%2FNew_York