*Senior Support Center Specialist at University of Oklahoma in Norman, Oklahoma

Job Description:

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 position includes but is not limited to:

• Review calls and complete evaluations to provide input to team members.


• Serve as an initial point of contact for callers on the FCASC call lines.


• Update on a regular basis all FCASC guides that are used in order to provide the most accurate information to callers.


• Take escalated calls as needed or assists team members with challenging calls.


• Maintain a level of knowledge and skill needed to assist with complicated situations.


• Researches information using specialized database.


• Participates in initial and on-going training to maintain level of knowledge of center and agency policies and procedures.


• Facilitate training of new team members using various methods such as training materials, shadowing, and observation.


• Assisting the FCASC Supervisor with monitoring schedules of the team as needed in the absence of the Supervisor.


• Work on additional projects outside the normal assigned duties when the contract requires it.


• Performs related duties as assigned to successfully fulfill the function of the position.

Required Education: High School Diploma or GED, AND:

• 24 months experience in a call center or front-line customer service.

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


• Customer service skills


• Strong initiative to solve problems


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

Certifications:

• None

Advertised Physical Requirements:

• Physical: Sit for prolonged periods. Communicate effectively and listen. Engage in repetitive motion. Use of computer and telephone. Environmental: Standard office environment.  

Departmental Preferences:

• Previous work experience with DHS/Child Welfare, working knowledge of the DHS KIDS program, prior experience being a team lead.

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.

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