Senior Contact Center Specialist

University of Oklahoma

Oklahoma, OK

ID: 7107442 (Ref.No. ta221939)
Posted: August 5, 2022
Application Deadline: Open Until Filled

Job Description

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If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

Senior Contact Center Specialists will be responsible for supporting Education and Support Specialists with their daily duties.

Will assist call center management with quality monitoring, trend identification, and implementation of process changes.
Will assist with escalated service needs and specialty tasks.

This position may be eligible for remote or hybrid work.

Benefits Include:

Daytime shift only - no weekends or evenings
12 paid holidays each calendar year
27 days of leave accrued each year
Comprehensive insurance options
Retirement Savings plans
OU Tuition waivers
Individual Development Plans - professional development opportunities
Wellness program
Discount athletic and other OU event tickets
Employee Assistance Program

Job Requirements

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Required Education: High School Diploma or GED.

24 months experience in a call center or front line customer service.

Skills:

Proficient using a computer and telephone
Detail oriented for accuracy of data and information
Ability to communicate verbally and in writing
Ability to build rapport with the caller
General office skills such as multi-line phone, copying, filing, faxing, and mail
Customer service skills
Strong initiative to solve problems
Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Certifications:

None

Advertised Physical Requirements:

Sit for prolonged periods. Communicate effectively and listen. Engage in repetitive motion. Use of computer and telephone. Standard office environment.

Departmental Preferences:

Minimum 3 years working in social service programs specific to Adult and Family Services program.
Previous experience with the Live Customer Service Center

Supervision: No supervisory duties

Special Instructions:

If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Diversity Statement

The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission.

Equal Employment Opportunity Statement

The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.

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