Temporary Telephone Support Representative

The position is responsible for providing courteous, professional, and responsive customer service while following University-approved telephone greeting, call-handling, confidentiality, and call-routing procedures. The employee will provide only information within the scope of authorized duties and will refer questions requiring specialized knowledge or assistance to the appropriate University department or employee.

Essential Job Functions

• Answers incoming telephone calls promptly and professionally using the University-approved telephone greeting and established call-handling procedures.
• Identifies the purpose of each call and determines the appropriate University department, office, or employee to assist the caller.
• Transfers calls to appropriate University personnel and takes accurate and complete messages when the requested individual is unavailable.
• Records and relays the caller’s name, telephone number, reason for calling, and other pertinent information as appropriate.
• Provides general, non-confidential information regarding University offices, services, hours of operation, and contact information using University-approved resources.
• Refers questions requiring specialized knowledge or information outside the scope of the position to the appropriate University department or employee.
• Escalates urgent, sensitive, or otherwise appropriate calls to the designated supervisor or University contact in accordance with established procedures.
• Maintains a courteous, patient, and professional demeanor when interacting with callers, including individuals who may be frustrated or require additional assistance.
• Protects confidential and sensitive University information and follows applicable University policies, procedures, and requirements governing the protection of University records and information.
• Maintains accurate records of calls and messages when required.
• Communicates recurring issues, complaints, technical problems, or calls requiring additional assistance to the designated supervisor.
• Uses basic telephone, computer, and other office technology necessary to perform assigned duties.
• Performs other related telephone, customer service, and administrative duties as assigned.

Knowledge, Skills, and Abilities Required

• Knowledge of professional telephone and customer service practices.
• Strong verbal communication and interpersonal skills.
• Ability to communicate clearly, courteously, and effectively with individuals from a variety of backgrounds.
• Ability to listen carefully, identify the nature of a caller’s request, and direct the caller appropriately.
• Ability to accurately document, organize, and relay information.
• Ability to use basic computer systems, telephone systems, and office equipment.
• Ability to maintain confidentiality and exercise appropriate judgment regarding University information.
• Ability to remain professional and composed in a fast-paced environment and when handling difficult or frustrated callers.
• Ability to follow established procedures and work independently with appropriate direction.

Supervisory Responsibility

This position does not have supervisory responsibility.

Other Duties

Performs other duties and responsibilities related to the position as assigned by the supervisor or appropriate University official.

Qualifications

• High school diploma or equivalent preferred.
• Previous experience in telephone reception, customer service, administrative support, call center operations, or a related field preferred.
• Equivalent combinations of education and experience may be considered based on the needs of the position.

Licensing and Certifications

None Required.

Working Conditions

Work is performed in an office or other University-designated on-campus location and requires regular, reliable, and punctual on-campus attendance during assigned work hours. Remote work is not authorized for this temporary position.

The position requires frequent use of a telephone and computer and may involve extended periods of sitting, speaking, listening, and performing routine office activities.

The employee must be able to work the assigned schedule and provide consistent telephone coverage based on University operational needs. Work hours and the duration of the temporary assignment may vary depending upon departmental requirements.

The position requires professional interaction with students, parents, faculty, staff, vendors, and members of the public and requires appropriate discretion when handling confidential or sensitive information.

Employment in this position is temporary and will continue only for the period necessary to meet the University's telephone answering and administrative support needs.

Applicants must be authorized to work for any employer in the United States. At this time, Kentucky State University is unable to sponsor or take over sponsorship of an employment visa.

Internal candidates are encouraged to apply.

KENTUCKY STATE UNIVERSITY is an Equal Opportunity Employer.

The functions, qualifications, knowledge/skills, and physical requirements listed in this job description represent the essential duties of the job, which the incumbent must be able to perform either with or without reasonable accommodation. The Job Functions listed do not necessarily include all activities that the individual may perform.