Production Senior Support 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.
The Production Senior Support Specialist provides support to the Energy Assistance program to perform functions in customer service and support for escalated assistance referrals.
This position may be eligible for remote or hybrid work.

Requirements

• High School Diploma or GED, AND:
• 24 months experience in a call center or front-line customer service.
• 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
• Customer service skills
• Strong initiative to solve problems
• Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Responsibilities

• Accepting escalated referrals from clients and county offices for energy assistance
• Serves as the initial point of customer contact; identifies the scope of customer needs, answers questions and provides information regarding services
• Research information using specialized database
• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions
• Processes and follows up on customer requests
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures
• Support screening referrals based on set criteria and documenting referral recommendations
• Performs related duties as assigned to successfully fulfill the function of the position

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED