139296 ADMINISTRATIVE SPECIALIST II

To service as a member of the call center team which will answer inbound calls from prospective and current students, business and industry, faculty and staff, and other in the campus community. This role is critical in providing timely, courteous, and accurate information to all inbound calls with a focus on excellent customer service. Answering all inbound phone calls during assigned shift, to include navigating the VOIP phone technology to ensure that all calls are routed as appropriate while providing excellent customer service to every person that places an inbound call. Communications can also include two-way texting/web chat. Handle all ticket escalations to appropriate department or supervisor to ensure that customer questions or concerns are handled with the appropriate service level metrics. Ensure that escalated tickets have pertinent information to assist internal business owners in closing ticket promptly. Maintain all service level metrics as determined by supervisor to include but not limited to: average speed of answer, call conversation quality average hold time, call volume, escalation level, average talk time, and abandoned call rate. Maintains knowledge of current policies and procedures and consult knowledge base as appropriate to ensure that accurate information is given to customers. Completes mandatory trainings in PD4me. Knowledge, Skills, Abilities Ability to manage a phone system for up to a 9 hr work shift, to include answering all inbound phone calls during assigned shift, to include navigating the VOIP phone technology to ensure that all calls are routed as appropriate. Providing excellent customer service, managing escalated tickets, resolving customer complaints and answering questions accurately. Direct supervisor will be the call center manager. Work will be closely monitored by supervisor to ensure that service level metrics are being met, call quality is kept at an acceptable level, and that timeliness during assigned shift is being observed.