Customer Service Specialist

Customer Service Specialist Hiring Department: Division of Specialized Care for Children (LCDA) Location: Springfield, IL USA Requisition ID: 1042111 FTE: 1 Work Schedule: 8:00AM-4:30PM Shift: Days # of Positions: 1 Workplace Type: On-Site Posting Close Date: 8/9/2026 Salary Range (commensurate with experience): $42,432.00 - 46,234.50 About the University of Illinois Chicago UIC is among the nation's preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent "Best Colleges" rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has nearly 260,000 alumni, and is one of the largest employers in the city of Chicago. This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents. Position Summary The primary function of this position is to monitor the daily activities and operations of the Incoming Call Bank under the direction of the Central Services Manager. Duties & Responsibilities Process Lead Responsibilities: Analyzes, coordinates, and reviews the activities of the Incoming Call Bank team to assure quality. Prepares, monitors, and maintains staff's call answering schedules. Evaluate the Incoming Call Bank processes and procedures for needed modifications and make recommendations to the Central Services Manager. Develop training materials, facilitate training, and best practices. Manage, maintain, and troubleshoot the Zoom Contact Center phone system. Lead team meetings as needed. Collaboratively evaluates staffing needs and ensures that the personnel needs of the department are being met; develops and reviews job descriptions for unit staff positions. Serves as liaison for the Incoming Call Bank with Central Services, and Regional and Assistant Regional Managers to coordinate a balance between Incoming Call Bank and Regional Office responsibilities, as necessary. Assist with Random moment sampling, reaching out to staff regarding unanswered samples, and assisting with any questions or concerns. Front Desk Responsibilities: Greet visitors; determine nature and purpose of visit/confirm appointment, call staff /escort visitor to meeting room, monitor visitor log, and issue badges. Answer and handle incoming calls on the Division's main phone lines, as necessary, which includes: Make complex inquiries of callers to determine appropriate call routing Respond to inquiries from clients to provide or clarify information on division services. Resolve or refer customer service issues to designated personnel for further investigation. Retrieve and forward voicemail from general mailbox includes call‑offs, general inquiries, etc. Retrieve incoming faxes and forward to appropriate personnel or department. Retrieve and forward email inquiries from our websites contact us form. Maintain complex staff and contact information directories with notes for special call handling instructions, which are updated weekly based on the staff itinerary. Maintain front desk procedural manuals, updating as needed. Perform administrative support tasks such as proofreading and correcting errors, transcribing, and keyboarding, operating office equipment and computers. Serves as support and backup for Central Support and the Administrative Services Unit: 1. Making travel arrangements for staff 2. Completion of monthly university vehicle mileage reports 3. Processing incoming and outgoing mail 4. Assist with translation requests for care coordination teams 5. Assist with processing of APORS, NBHS, SSI and Prior Approvals. 6. Maintain the Administrative Services Unit SharePoint site. 7. Assist other departments as necessary to support DSCC's mission. Performs miscellaneous duties as assigned Perform other related duties and participate in special projects as assigned. Minimum Qualifications High school diploma or equivalent. Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's degree (120 semester hours) equals three (3) years (36 months) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify. The university provides accommodations to applicants and employees. Request an Accommodation Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. #J-18808-Ljbffr