*Contact Center Specialist en University of Oklahoma

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.

This position requires a background check that involves a national search and fingerprint search to be eligible for employment. Results of the completed background check will be provided to the funding sponsor for their records.

%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3ERequired Education and Experience: %3C/b%3EHigh School Diploma or GED,%3Cstrong%3E AND:%26nbsp;%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%26nbsp;6 months experience in customer service or at a call center.%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3ESkills:%3C/b%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EBasic computer skills%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EAbility to communicate verbally and in writing%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EAbility to understand written material and instructions%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EExcellent customer service skills%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EDetail oriented%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EAbility to research information to obtain an answer or solution to a problem in a timely manner%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3ECertifications: %3C/b%3ENone%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3EAdvertised Physical and Environmental Requirements:%3C/b%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EAbility to sit and talk for prolonged periods.%26nbsp;%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EHand and finger dexterity. %3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EEngage in repetitive motion of the wrist, hand, and fingers.%26nbsp; %3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EStandard Office Environment.%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3EDepartmental Preferences:%3C/b%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EProficiency in use of databases needed to track calls%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EBilingual: English/Spanish%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3ESupervision: %3C/b%3ENo supervisor duties%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22margin-bottom: 11px; font-family: Arial;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan style=%22line-height: 107%;%22%3E%3Cb%3E%3Cspan style=%22line-height: 107%;%22%3ESpecial Instructions:%26nbsp;%3C/span%3E%3C/b%3E%3C/span%3E%3Cspan style=%22line-height: 107%;%22%3E%3Cspan style=%22background: white;%22%3E%3Cspan style=%22line-height: 107%;%22%3E%3Cspan style=%22color: black;%22%3EIf you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit %3C/span%3E%3C/span%3E%3C/span%3E%3Ca href=%22https://hr.ou.edu/Policies-Handbooks/TB-Testing%22 style=%22color: #0563c1; text-decoration: underline;%22%3E%3Cspan style=%22background: white;%22%3E%3Cspan style=%22line-height: 107%;%22%3E%3Cspan style=%22color: #0070c0;%22%3Ehttps://hr.ou.edu/Policies-Handbooks/TB-Testing%3C/span%3E%3C/span%3E%3C/span%3E%3C/a%3E%3Cspan style=%22background: white;%22%3E%3Cspan style=%22line-height: 107%;%22%3E%3Cspan style=%22color: #0070c0;%22%3E.%26nbsp;%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cstrong%3EWhy You Belong at the University of Oklahoma:%3C/strong%3E%26nbsp;The University of Oklahoma values our community%27s unique talents, perspectives, and experiences. At OU, we aspire to harness our innovation, creativity, and collaboration for the advancement of people everywhere. You Belong Here!%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cstrong%3EEqual Employment Opportunity Statement:%3C/strong%3E%26nbsp;The University, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, marital status, genetic information, gender identity/expression (consistent with applicable law), age (40 or older), religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes but is not limited to admissions, employment, housing, financial aid, and educational services.%3C/span%3E%3C/span%3E%3C/p%3E
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