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Contact Center Representative

Basic Position Information

Job Code: 5677

Title: Contact Center Representative

Department: Various

Essential Personnel: N

Job Family: Student Operations

Job Sub-Family: Student Support

FLSA Classification: NE

Job Grade: 10

Grade Min: $36,294

Grade Mid: $42,645

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Contact Center Representative answers incoming calls related to enrollment services, provides callers with assistance and creates a ticket for the relevant department.

Duties

  • Answers all incoming calls, and provides callers with the information.
  • Creates and submits a ticket to the relevant department if unable to answer a query.
  • Assists students by answering general questions.
  • Review and responds to emails.
  • Reviews Smartsheet for updates on tickets, following up as necessary before completing and closing them.
  • Assists the supervisor to train new and temporary staff members as necessary.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • High School Diploma or equivalent

Required Experience:

  • Minimum of one (1) year of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of commonly referred to processes, policies, and procedures within the university, and the related trends, issues, and accepted practices.

Skills:

  • Good technical skills, including proficiency in MS Office and PeopleSoft;
  • Strong analytical and problem solving skills;
  • Excellent interpersonal, communication, and customer service skills;
  • Good critical thinking skills.

Abilities:

  • Ability to work in a team; ability to effectively communicate with a wide range of individuals and constituencies in a diverse university community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks. Must have precise hand-eye coordination and the ability to identify and distinguish colors.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Student Advising/Assistance

  • Demonstrates the ability to advise and assist university students and/or prospective students with academic plans and course selection, financial options, career plans, and/or student opportunities.
  • Shares relevant knowledge and insight to apprise students of the university's programs and services.
  • Provides encouragement and guidance to foster student success.
  • Listens and responds to student requests and concerns with patience and understanding.
  • Treats students with respect.

Computer/Automated System Proficiency

  • Proficient in the use of university applications or automated systems to perform job duties.
  • Complies with related policies, procedures, and work rules to maintain system security and data integrity.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:10 AM