Senior Support Center Specialist
Senior Support Center Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Required Education: High School Diploma or GED AND:
- 24 months experience in a call center or frontline 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 multiline 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:
- Physical: Sit for prolonged periods. Communicate effectively and listen. Engage in repetitive motion. Use of computer and telephone. Environmental: Standard office environment.
Departmental Preferences:
- Previous work experience with DHS/Child Welfare working knowledge of the DHS KIDS program prior experience being a team lead.
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 You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility belonging and access which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents perspectives and experiences of our community enrich the learning and working environment at OU inspiring us to harness our innovation creativity and collaboration for the advancement of people everywhere.
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.
Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education OU CPM specializes in providing training research and consulting to enhance the efficiency and effectiveness of public sector agencies staff and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.
If making a meaningful difference in public service excites you OU CPM is where your passion meets purpose.
This position includes but is not limited to:
- Review calls and complete evaluations to provide input to team members.
- Serve as an initial point of contact for callers on the FCASC call lines.
- Update on a regular basis all FCASC guides that are used in order to provide the most accurate information to callers.
- Take escalated calls as needed or assists team members with challenging calls.
- Maintain a level of knowledge and skill needed to assist with complicated situations.
- Researches information using specialized database.
- Participates in initial and ongoing training to maintain level of knowledge of center and agency policies and procedures.
- Facilitate training of new team members using various methods such as training materials shadowing and observation.
- Assisting the FCASC Supervisor with monitoring schedules of the team as needed in the absence of the Supervisor.
- Work on additional projects outside the normal assigned duties when the contract requires it.
- Performs related duties as assigned to successfully fulfill the function of the position.
Required Attachments
Documents required for this position are listed under the Required Attachments section of this job listing. You will be required to upload and attach these documents in the application process.
Required Experience:
Senior IC
Employment Type
Full-Time
