Call Center Operator

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.

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

Position Information (Default Section)

Posting Number

Posting Number

Classification Title

Classification Title Staff

Working Title

Working Title Call Center Operator

Datatel Position B

Annual Hours

Annual Hours 2080 Hours

Placement Range

Placement Range $14.35 - $15.43

Position Type

Position Type Regular

Job Category

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

Reports To Coordinator of Campus Police Communications

What position(s) reports to this position?

None

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 / MENTAL DEMANDS AND WORKING CONDITIONS :
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:

Successful applicant can be assigned to either shift to best meet the needs of the campus police…