Call Center Operator

Call Center Operator

This position is responsible for delivering high standards of service to students, faculty, staff, and community members by making the most effective and efficient use of Call Center staff and technology resources.

Position Information (Default Section)

Annual Hours - 2080 Hours

Placement Range - $14.35 - $15.43

Position Type - Regular

Job Category - Non-Exempt

General Description - This position is responsible for delivering high standards of service to students, faculty, staff, and community members by making the most effective and efficient use of Call Center staff and technology resources.

Reports To - Coordinator of Campus Police Communications

Minimum Education/Experience - High School diploma or GED One (1) year of customer service experience that included operation of a multi-line telephone system in an office, call center, reception, or similar customer-facing environment.

Required Knowledge, Skills & Abilities - Knowledge: Customer service principles and best practices. Modern office procedures and standard computer software applications. Basic office equipment and multi-line telephone systems. Skills: Excellent verbal and interpersonal communication skills. Delivering professional, courteous, and responsive customer service to a diverse population. Exercising sound judgment and de-escalating difficult or emotionally charged interactions with tact and professionalism. Using computers, Microsoft Office applications, and other office technology to accurately enter, retrieve, and maintain information. Managing multiple priorities while maintaining accuracy and attention to detail. Abilities: Operate a multi-line telephone system and efficiently route calls and inquiries. Communicate effectively with individuals while maintaining professionalism and confidentiality. Remain composed under pressure and demonstrate emotional intelligence when interacting with patrons, employees, and visitors. Analyze customer needs and determine the appropriate College resource or department. Learn and apply knowledge of College departments, organizational structure, campus geography, and institutional resources. Organize, maintain, and retrieve records and documentation with a high degree of accuracy. Prioritize competing assignments in a fast-paced environment while providing exceptional customer service.

Physical Demands/Working Conditions - PHYSICAL/MENTALDEMANDSANDWORKINGCONDITIONS: The work is sedentary work which requires the person in this position to occasionally exert up to 10 pounds of force to grasp, lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required: This position requires the person to frequently communicate with and listen to students, faculty, staff, and others to perform the essential functions of the position; must be able to exchange accurate information in various situations. This position requires the person to frequently operate a computer and other equipment to perform the essential functions of the position. This position requires the person to frequently operate equipment that involves repetitive motions of hands and wrists. This position requires the person to frequently position self to access materials that may be above head or at ground level. This position requires the person to use upper and lower body to exert force up to 20 pounds to grasp or lift materials or equipment. This position requires the person to frequently position self to work assist Police Department staff, customers, and work with equipment. This position requires the person to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. This position requires the person to judge, observe, and assess the accuracy, neatness, thoroughness of work assigned or to make general observations. Work is performed in a relatively safe and secure Campus Police Department office setting. May be exposed to infectious diseases. Occasionally required to function around prisoners, mental patients, or agitated, hostile patients. Work is performed during a flexible schedule including a weekend schedule; can be assigned to any shift to best meet the needs of the Campus Police Department.

Preferred Qualifications - Previous experience in a high-volume customer service environment, preferably in higher education, healthcare, public safety, or call center.

Required Training - Quarterly compliance training as assigned by institution Annual CSA training

Work Hours - Position is staffed utilizing offset 8-hour shifts: 0700-1600 0800-1700 0900-1800 Successful applicant can be assigned to either shift to best meet the needs of the campus police department.

Department - Campus Police Department

HR Contact - Rose Sanchez

Special Instructions to Applicants - Applicants are to thoroughly complete the electronic application and attach the required documents: Cover letter and resume.

Job Duties

Job Duties (Position Specific) - To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Job Duties (Duties Assignment Statement) - Greets patrons visiting Campus Police Department when necessary, providing instructions or directions in person; provides preliminary information to callers and visitors to campus as necessary; and assists with lost and found property management as needed. Controls main entrance access into CPD; assists Dispatch with issuing/receiving keys as needed; controls access of contractors to keys; issues key to authorized faculty and staff.; issues and retires parking permits for College faculty and staff; and enters data into computer aided reporting system. Accepts incoming phone calls to OCCC primary connection and expeditiously connects to appropriate resource within College. Correctly discerns appropriate resources within OCCC to connect utilizing communication and analysis of caller needs; makes appropriate connections based on training and orientation received pertaining to campus geography, key staff members, College departments, website navigation, activities, and schedules for all campus locations. Receives, secures, logs, and release lost and found items, both valuable and non-valuable; maintains files; takes monthly inventory; and bi-annually disposes through proper channels. Trains and supervises CPD Student Workers regarding daily activities; develops and maintains the Policies, Procedures and Guidelines for daily duties for them. Performs secondary assignments related to data entry, logging, and information exchange; logs all completed CPD Automotive Aid forms and CPD Overtime forms into the CPD Department Excel spreadsheet. Assists CPD Dispatch with campus door unlocks when needed; may perform other duties as assigned.

Job Duties (Safety / Policy & Procedures) - Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures Contribute to a safe educational & working environment. Adhere to established safety and health procedures and practices of providing injury and illness prevention for self and others. Complete quarterly health and safety training pursuant to OCCC's established safety and health procedures and practices. Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur. This position has been identified as having significant responsibility for student and campus activities. The individual holding this position is designated as a Campus Security Authority (CSA). CSAs are required to report crimes they become aware of to the Reporting Structure at Oklahoma City Community College. Annual CSA training is required for individuals holding this position.