Temporary Telephone Support Specialist

Kentucky State University; Frankfort (KY); On-site; USD 31,000 - 37,000; Part time

Job summary

Kentucky State University in Frankfort seeks a Temporary Telephone Support Representative to join the Finance and Administration team. This role handles incoming calls, greets callers, directs inquiries, and records messages, delivering courteous, professional service.

The position operates under established procedures, protects confidential information, and escalates issues to the appropriate department. Flexible hours and temporary status reflect university needs.

Qualifications

• 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.

Responsibilities

• Answers incoming telephone calls promptly and professionally using the University-approved greeting and 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 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.
• 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.

Skills

Verbal communication

Customer service

Confidentiality

Listening

Education

High school diploma or equivalent

Tools

Telephone systems

Office software

Job description

Kentucky State University in Frankfort seeks a Temporary Telephone Support Representative to join the Finance and Administration team. This role handles incoming calls, greets callers, directs inquiries, and records messages, delivering courteous, professional service.

The position operates under established procedures, protects confidential information, and escalates issues to the appropriate department. Flexible hours and temporary status reflect university needs.