• Respond to customer inquiries and service requests by phone, email, or chat through the case management system • Provide accurate information to resolve customer inquiries • Log case notes in the case management system for each customer inquiry or request • Ask related questions, listen intently, and identify what the customer really needs • Escalate issues to customer service leaders or to central units • Redirect customers when needed and facilitate resolution with outside entities • Troubleshoot problems and resolve items within your scope • Update and communicate with customers to provide them with expectations on service and value being delivered • Mark cases as resolved when customer requests are fulfilled, or inquiries are answered • Submit new knowledgebase articles through supervisor based on inquiries received in the SSC • Complete transactional work as needed • Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values • Participate in ongoing training experiences offered within the SCC and within WVU