*Contact Center Specialist (Administrative)

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 Customer Support Specialist will provide assistance and support of a public facing portal to state agency customers. Primary responsibilities include providing comprehensive customer assistance through inbound and outbound calls, needs assessments, utilize and navigate ticketing systems, assisting with portal and website registration and navigation. Other duties include: may follow a communication script when handling different topics; identifies customer needs, clarifies information, researches the issue, and provides solutions or alternatives; enters and maintains information to the call center database; performs various duties as needed to successfully fulfill the function of the position.

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. 

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. 

This position provides opportunities for advancement and performance incentives. 

Required Education and Experience: 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 and Environmental Requirements:

• Ability to sit and talk for prolonged periods.
• Hand and finger dexterity.
• Engage in repetitive motion of the wrist, hand, and fingers. 
• Standard Office Environment.

Departmental Preferences:

• 24 months experience in education, technical assistance, social services, contact center or office·
• Working knowledge of Word-based products, including TEAMS.
• Experience uploading and downloading programs in cell phones, computers and tablets.

Special Instructions: If 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 https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, 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, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.