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Details
Posted: 30-May-26
Location: New Hampshire
Categories:
Staff/Administrative
Internal Number: 23211
The TSS (Tufts Support Services) organization delivers administrative and transactional services to schools and central units across the university?s four campuses. Activities that are common across the many central divisions and schools have been consolidated, allowing expert teams to provide exemplary support to faculty and staff. Tufts Support Services operates under a governance model that includes service level agreements and corresponding metrics. Tufts Support Services is customer-focused and strives for continuous improvement and high customer satisfaction.
What You'll Do
The Financial Services Operations Team provides front-line customer service to Account Payable, Procurement Operations, Card Services, and Travel and Expense to support members of the Tufts community (faculty, staff, and student employees) and external customers. Requests are received via phone calls, emails, voicemails, walk-in service, and web forms, and the team is the first point of resolution, acting according to established, standard protocols. The Financial Services Operations Service Team engages on cases in Salesforce, the constituent relationship management (CRM) tool, and manages through close, communicating status, progress, next steps, and resolution to the customer. CSRs contribute to the Salesforce knowledge base and update as necessary, maintaining accurate information, policies, and processes that are compliant and reflect current practices. In addition to direct problem resolution, Support Reps guide constituents through self-service tools, and escalate complex issues to appropriate functional specialists within the Financial Services Operations team and expected to increasingly handle cases independently.
- Provide exemplary customer service in a high-volume, fast-paced environment by efficiently answering inquiries, processing service requests, and troubleshooting problems before escalating to the appropriate functional specialists
- Maintain comprehensive knowledge of processes, policies, systems, and requirements, and contribute to internal and external knowledge bases when new issues arise, policies change, or solutions are developed to maintain a robust reference library for our community and support team alike.
- Respond to questions and resolve issues using the Financial Operations knowledge base within Salesforce and Peoplesoft Finance following standard protocols, providing accurate, timely information, and directions for required forms or workflows.
- Recognize trends and escalations while prioritizing; accordingly, collect required data, and record investigation and troubleshooting steps completed before handing off customer issues or requests to other functional groups for resolution or processing.
- Support the TSS model of excellent customer service and continuous improvement through collaborative teamwork, meeting service level agreements while executing tasks in a timely and accurate manner, and identifying opportunities for process improvements, all with customer satisfaction at the heart of each transaction.
- Assist with basic transactional tasks to support functional teams with proper training and support. These activities will be secondary to the primary role of handling phone and email inquiries for Financial Operations functions.
What We're Looking For
Basic Requirements:
Knowledge and experience typically acquired by:
Knowledge and experience typically acquired by:
- High School Diploma Knowledge and experience typically acquired through the completion of a High School/Equivalent/Associated Degree/ High School Diploma or equivalent required
- Minimum of 5 years of work experience in applicable field (A/P, Financial Operations, Billing, and/or Customer Service)
- Minimum of 3 years? experience in a customer-facing role
- Proven ability to maneuver difficult conversations and identify creative solutions for both the customer and university
- Proficient in MS Office
- Able to respond effectively to inquiries both in person and over the phone, following established guidelines.
- Attention to detail and accuracy
- Exemplary oral and written communication skills
- Excellent customer service orientation
- Aptitude for using technology and ability to learn and use CRM tool and/or other technologies.
- Able to prioritize, meet deadlines, problem-solve and research thoroughly, contribute to peer learning and collaborate in a team environment.
Preferred Qualifications:
- Associate's Degree or
- Bachelor's Degree
- FCP, Project Management
Pay Range
Minimum $24.70, Midpoint $29.50, Maximum $34.20
Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.
About Tufts University
This is Tufts.
Tufts is a student-centered research university with a constellation of world-class schools encompassing undergraduate, graduate, professional, and lifelong learning programs. Across the university, students satisfy their intellectual curiosity, jump-start rewarding careers, and unlock bright, promising futures. Through rigorous academics, groundbreaking research, and a commitment to civic engagement and leadership, our community of students, faculty, and staff collaborate across four Massachusetts campuses to build a brighter world (Medford/Somerville, Grafton, Boston-Chinatown, and Boston-Fenway).
Our employees light the way.
Tufts develops innovative solutions for the most complex global challenges of our time through teaching, research, and an unparalleled investment in civic engagement. In administration and operations, in dining centers and in labs, every employee plays a role in our mission for a better, brighter world.
At Tufts, the work you do matters. So do you.
Enjoy flexible and remote opportunities, innovative benefits, and an inclusive, welcoming, collaborative culture that supports you. Develop your skills. Take classes. Advance your career. ...Do work that makes you proud in a community you love. All while taking great care of yourself and the people who matter most.
We’re all in on creating an anti-racist culture of belonging.
Across Tufts, we’ve deepened our commitment to making the university a truly inclusive place. Where every member of our community contributes and feels like they belong. Where diverse perspectives are seen as our strength, and great ideas are always heard. In offices, labs, classrooms, and beyond, we’re doing this work together, knowing it is the foundation of our mission to create a brighter world.
An innovative university needs resourceful people who make things happen.
Here, collaboration isn’t just a buzzword, colleagues actually care, and community means everything. Sound appealing? Come join us. Choose a campus and find the role that fits you. Tufts University is an Equal Opportunity/Affirmative Action Employer. We are committed to increasing the diversity of our faculty and staff and fostering their success when hired. Members of underrepresented groups are welcome and strongly encouraged to apply.
See the University’s Non-Discrimination statement and policy here https://oeo.tufts.edu/policies-procedures/non-discrimination/.
If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling the Office of Equal Opportunity (OEO) at 617-627-3298 or at oeo@tufts.edu. Applicants can learn more about requesting reasonable accommodations at https://oeo.tufts.edu/
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