"PEAK - Contact Center Specialist DDSD"

This position is being filled through OU's PEAK Temporary Staffing Services. 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. Developmental Disability Services (DDS) serves this most vulnerable Oklahoman population through the waiver service.

Duties include but are not limited to:

• Providing comprehensive customer assistance through inbound phone support by conducting initial assessment, research and resolution.
• Identifies customer needs, clarifies information, researches the issue, and provides solutions or alternatives.
• Navigating case management and database systems ensuring client confidentiality is maintained.
• Maintaining case management systems by documenting any required follow-up and contact outcomes.
• Performs various duties as needed to successfully fulfill the function of this position.

**This position may be eligible for permanent placement and remote or hybrid work.**

**Required Education:** 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/Environmental Requirements:** Ability to sit and talk for prolonged periods. Hand and finger dexterity. Engage in repetitive motion of the wrist, hand, and fingers. Office Environment.

**Supervision:** None

**Departmental Preferences:** 24 months professional experience in education, technical assistance, social services, contact center and/or general office duties. Ability to multi-task and deal with stressful situations. Bilingual fluency in Spanish/English languages. Experience working in a contact center environment. Excel. Medical experience.

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