*Senior Contact Center Specialist at University of Oklahoma in Norman, Oklahoma

Job Description:

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.

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

• Providing comprehensive customer assistance through inbound phone support by conducting initial assessment, research and resolution.


• Navigating case management and database systems ensuring client confidentiality is maintained.


• Providing education and technical assistance for state agency customers regarding program and case details and associated follow-up requirements.


• Maintaining case management systems by documenting any required follow-up and contact outcomes.


• Researches, retrieves, and analyzes information.


• Identifies discrepancies and resolve problems.


• Coordinates and applies program guidelines to project delivery.


• Performs research functions, analyze data, and provide customer service and support.


• Prepares, reviews, and maintains detailed records and reports to measure project activities.


• Performs various duties as needed to successfully fulfill the function of the position.

This position may be eligible for remote or hybrid work.

Benefits Include:

• Daytime shift only - no weekends or evenings


• 14 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

Required Education: High School Diploma or GED AND:

•  18 months experience in data analysis, project coordination, or related experience.

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


• Excellent customer service skills


• Basic computer skills


• Ability to understand written material and instructions


• Strong initiative to solve problems


• Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Certifications:

• None

Advertised Physical/Environmental 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.

Why 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.

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