Customer Service Team

Services: Problem solving on exception documents (work received from the department that is incomplete when it gets to the BSC)*Answering inquiries from our customers* Logging of issues / questions to identify opportunities for improvement

• One of the most significant changes in this new organization is that your department will not have a dedicated finance transaction specialist that you will contact.  We have implemented a call management system and dedicated phone line into the BSC, 607-254-4272 (4-4BSC), which will allow you to reach one of our customer service representatives.  We would like to have all customer inquiries to the BSC be directed to this dedicated line as our front line to assist with resolving your questions and concerns.
• The customer service representatives will be available during normal BSC business hours of 8:00am – 4:30pm, Monday – Thursday and 8:00am – 3:30pm on Friday.  Please contact Jeanine Masse (607-254-7209), Debbie Bannister (607-255-8411) or Sherry Thompson (607-254-2253) with feedback. 
• We have created a dedicated special e-mail mailbox at calsbsc-custsrvc@cornell.edu as another way to receive your inquiries directly in an organized fashion.  It would be very helpful to us in order to give your inquiry prompt attention if you put in your department number or department name as part of the “subject” line.
• Additionally, at our CALS BSC website, http://www.cals.cornell.edu/cals/faculty-staff/bsc/index.cfm, you will be able to access a customer service input form that will be directed to our customer service team.  We have also tried to enhance our website which you will see on Monday, April 5.  We recognize we have more improvements to make to this website to make it user friendly and informative and we will be striving to do that in the coming months. 
• You will also now find a link to our CALS BSC website under the Business Services channel in the Department Reporting tab on the Uportal for your convenience.
• A Frequently Asked Question (FAQ) document will be on the CALS BSC website for a quick guide to common questions.  We will update the FAQs periodically as a helpful reference resource.
• We would like to request that if you are sending documents related to a customer service inquiry, that you put these documents in a Cornell interoffice envelope directed to customer service to assist us in getting this information to the customer service team timely.
• The customer service team member will be logging questions, assigning a customer service tracking number (CTS #) and monitoring the progress of the case until resolved.  This data will then be used for opportunities for improvement and customer discussions.