"Contact Center Specialist"

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.

These full-time daytime shift opportunities are available in Norman for a Contact Center Specialist to serve as the main source of customer interface for publicly-funded clients of the Outreach Center for Public Management.

The Contact Center Specialist must be able to maintain effective professional and team relationships that meet departmental core values. On-the-job training is provided onsite and can last up to 90 days, with opportunities for advancement and performance incentives. Specialists who demonstrate ability to meet performance expectations will qualify for remote work status, with some mandatory days at the office for meetings and trainings.

Job Duties:

• Use active listening skills to identify customer needs and provide accurate information
• Manages large amounts of inbound and outbound calls in a timely manner
• May follow a communication script when handling different topics
• Identifies customer needs, clarifies information, researches the issue, and provides solutions or alternative
• Maintain accurate call logs in database
• Continually update level of knowledge and skills to complete call center transactions
• Perform other related duties as assigned

The Contact Center Specialist must be able to maintain effective professional and team relationships that meet departmental core values. On-the-job training is provided with opportunities for advancement and performance incentives.

Job Requirements

Required Education and Experience: High School Diploma or GED, AND: 6 months experience in customer service or at a call center.

Skills:

• Basic computer skills
• Ability to communicate verbally and in writing
• Ability to understand written material and instructions
• Excellent customer service skills
• Detail oriented
• Ability to research information to obtain an answer or solution to a problem in a timely manner

Certifications: None

Advertised Physical and Environmental Requirements:

• Ability to sit and talk for prolonged periods.
• Hand and finger dexterity.
• Engage in repetitive motion of the wrist, hand, and fingers.
• Standard Office Environment.

Departmental Preferences:

• Proficiency in use of databases needed to track calls
• Bilingual: English/Spanish

Supervision: No supervisor duties