Interact with internal and external customers to provide information in response to inquiries about product and services or assistance concerning the services provided by the unit. Direct requests to those who can provide the service. Handle and resolve complaints and issues. Respond to requests concerning the interpretation of program policies and procedures. Assist in developing policies and procedures for the operation of daily activities. Respond to requests for information; research and fill requests for customers. Ensure an adequate inventory of materials is available. Provide exceptional customer service in all areas.
Department Specific Essential Job Functions:
Responsible for daily call center and One Stop activity including multiple line telephone reception and dissemination of general information,email correspondence, and registration. Answers multiple phone lines, enters application data, processes customer requests. Assists with application processing as needed. Responds to and sends email correspondence. Answers inquires and provides general information. Assists with special projects when necessary, such as masscalling and/or email campaigns and projects. Performs other related duties as assigned.
Requires general education or vocational training or equivalent combination of education and experience.
Experience with computers and multi-line phones. Familiarity with computer software programs and experience with on-line computer systems.
Excellent public relations, communications and organizational skills. Must demonstrate a warm and caring professional attitude along with phone etiquette protocol. Ability to perform duties effectively, efficiently, accurately and prioritize multiple assignments. Ability to effectively work during extremely busy and stressful periods. Good records management skills. Familiarity with computer software programs and experience with on-line computer systems. Ability to maintain confidential information.
Will this employee supervise others?
No, this employee will NOT supervise other employees.
Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.
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