Temporary Telephone Support Representative

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FT NON EXEMPT-610002 Main Campus, Frankfort, KY, US

TITLE: Temporary Telephone Support Representative

DEPARTMENT:
Finance and Administration

REPORTS TO:
Vice President of Finance and Administration

CLASSIFICATION: Staff –
Temporary

EFFECTIVE DATE: TBD

STANDARD

WORK HOURS:


As determined by University operational needs

EMPLOYMENT STATUS:
Temporary, Part-Time/Full-Time As assigned

EMPLOYMENT CLASSIFICATION:
Non- Exempt

JOB SUMMARY:

The Temporary Telephone Support Representative provides short-term telephone and administrative support to Kentucky State University. The position serves as a professional first point of contact for students, parents, faculty, staff, vendors, and members of the public by answering incoming calls, assisting callers with general inquiries, directing calls to the appropriate department or employee, taking accurate messages, and providing timely communication to University personnel.

The position is responsible for providing courteous, professional, and responsive customer service while following University-approved telephone greeting, call-handling, confidentiality, and call-routing procedures. The employee will provide only information within the scope of authorized duties and will refer questions requiring specialized knowledge or assistance to the appropriate University department or employee.

ESSENTIAL JOB FUNCTIONS:

• Answers incoming telephone calls promptly and professionally using the University-approved telephone greeting and established call-handling procedures.
• Identifies the purpose of each call and determines the appropriate University department, office, or employee to assist the caller.
• Transfers calls to appropriate University personnel and takes accurate and complete messages when the requested individual is unavailable.
• Records and relays the caller’s name, telephone number, reason for calling, and other pertinent information as appropriate.
• Provides general, non-confidential information regarding University offices, services, hours of operation, and contact information using University-approved resources.
• Refers questions requiring specialized knowledge or information outside the scope of the position to the appropriate University department or employee.
• Escalates urgent, sensitive, or otherwise appropriate calls to the designated supervisor or University contact in accordance with established procedures.
• Maintains a courteous, patient, and professional demeanor when interacting with callers, including individuals who may be frustrated or require additional assistance.
• Protects confidential and sensitive University information and follows applicable University policies, procedures, and requirements governing the protection of University records and information.
• Maintains accurate records of calls and messages when required.
• Communicates recurring issues, complaints, technical problems, or calls requiring additional assistance to the designated supervisor.
• Uses basic telephone, computer, and other office technology necessary to perform assigned duties.
• Performs other related telephone, customer service, and administrative duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

REQUIRED:

• Knowledge of professional telephone and customer service practices.
• Strong verbal communication and interpersonal skills.
• Ability to communicate clearly, courteously, and effectively with individuals from a variety of backgrounds.
• Ability to listen carefully, identify the nature of a caller’s request, and direct the caller appropriately.
• Ability to accurately document, organize, and relay information.
• Ability to use basic computer systems, telephone systems, and office equipment.
• Ability to maintain confidentiality and exercise appropriate judgment regarding University information.
• Ability to remain professional and composed in a fast-paced environment and when handling difficult or frustrated callers.
• Ability to follow established procedures and work independently with appropriate direction.

SUPERVISORY…