Contact Center Representative

University of Houston; Houston (TX); Sur place; USD 32 000 - 35 000; Plein temps

Résumé du poste

The University of Houston in Houston, TX is seeking a frontline Customer Support Specialist within Technology Services & Support to act as the voice of the university, handling inquiries across calls, email, chat, and in person. You will resolve issues, update calendars, troubleshoot minor tech problems, direct inquiries, and collaborate in a customer-focused environment.

A high school diploma or GED is required, with at least three years of related experience; education may substitute for

Qualifications

• High School Diploma or GED required.
• Minimum of 3 years of directly job-related experience.
• Basic grammar, spelling, punctuation, and simple math knowledge.
• Education may be substituted for experience by department.

Responsabilités

• Resolve difficult inquiries and complaints.
• Update online university event calendar.
• Troubleshoot minor technical issues.
• Answer and direct calls, verify information.
• Dispatch pages and campus communications.
• Provide information on service problems and outages.
• Respond to inquiries and complaints.
• Investigate and research complaints; conduct proactive service.
• Troubleshoots technical issues within the department.
• Perform other duties as assigned.

Connaissances

Customer service

Communication

Basic math

Formation

High School Diploma or GED

Description du poste

Department:Technology Services & SupportSalary: $31,500 - $35,450

Description:

Serves as the initial contact point for the university. Receives and directs inquiries from internal and external constituents in a timely and professional manner, which may include calls, emails, instant and text messages, or in person.

1. Resolves difficult customer inquiries and complaints.

2. Updates online University event calendar.

3. Troubleshoots and resolves minor technical issues within department.

4. Answers and directs incoming calls to appropriate individuals, providing assistance and verifying information as needed.

5. Dispatches pages, call, instant messages, text messages and other communication from the campus.

6. Provides information regarding service problems, emergency situations and campus closures or outages.

7. Receives and responds to customer inquiries and complaints.

8. Investigates and researches complaints and conducts proactive customer services activities.

9. Troubleshoots technical issues within the department.

10. Performs other job-related duties as assigned.

High School Diploma or GED Required

Department is willing to accept education in lieu of experience.

MQ: Requires a basic knowledge of grammar, spelling, punctuation, and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Education verification will be conducted upon acceptance of an employment offer.

Requires a minimum of (3) three years of directly job-related experience.

Additional Posting Information:

• Serve as the voice and face of University of Houston support services
• Assist customers through multiple communication channels
• Resolve issues and provide guidance with professionalism and empathy
• Work in a collaborative, customer-focused environment
• Make a meaningful impact on the University of Houston community every day

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.