Contact Center Specialist

University of Oklahoma•Oklahoma City, OK

2d•Hybrid

About The Position

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 is a Contact Center job where you will have your own private cubicle workspace. The Contact Center Specialist provides the primary contact for social service program specific education, technical assistance and support to state agency customers. This position may also be eligible for remote or hybrid work.

Requirements

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

Nice To Haves

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

Responsibilities

Providing comprehensive customer assistance through inbound phone support by conducting initial assessment, research and resolution.
Maintains large amounts of inbound and outbound calls in a timely manner.
Identifies customer needs, clarifies information, researches the issue, and provides solutions or alternatives.
May follow a communication script when handling different topics.
Navigating case management and database systems ensuring client confidentiality is maintained.
Enters and maintains information to the call center database.
Uses database to research information.
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.
Performs various duties as needed to successfully fulfill the function of this position.