Senior Contact Center Specialist

Schedule: Full-time

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.

Senior Contact Center Specialists will be responsible for supporting Education and Support Specialists with their daily duties.

Providing comprehensive customer assistance through inbound phone support by conducting initial assessment, research and resolution.

Navigating case management and database systems ensuring client confidentiality is maintained.

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.

Researches, retrieves, and analyzes information.

Identifies discrepancies and resolve problems.

Coordinates and applies program guidelines to project delivery.

Performs research functions, analyze data, and provide customer service and support.

Prepares, reviews, and maintains detailed records and reports to measure project activities.

Performs various duties as needed to successfully fulfill the function of the position.

This position may be eligible for remote or hybrid work.

Benefits Include:

Daytime shift only - no weekends or evenings

14 paid holidays each calendar year

27 days of leave accrued each year

Comprehensive insurance options

Retirement Savings plans

OU Tuition waivers

Individual Development Plans - professional development opportunities

Wellness program

Discount athletic and other OU event tickets

Employee Assistance Program

Required Education: High School Diploma or GED AND:

18 months experience in data analysis, project coordination, or related experience.

Skills:

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

Excellent customer service skills

Basic computer skills

Ability to understand written material and instructions

Strong initiative to solve problems

Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Certifications:

None

Advertised Physical/Environmental Requirements:

Sit for prolonged periods

Communicate effectively and listen

Engage in repetitive motion

Use of computer and telephone

Standard office environment

Departmental Preferences:

Minimum 3 years working in social service programs specific to Adult and Family Services program

Previous experience with the Live Customer Service Center

Supervision: No supervisory duties

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

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.