• Senior Information and Support Specialist –

Job Number:

250553 

Organization

: Child Support Care Call Ctr.

Job Location

: Oklahoma-Norman

Schedule

: Full-time

Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM

Work Type: Hybrid

Salary Range: Targeted salary $18.00 – $18.50/hr, based on experience

Benefits Provided: Yes 

Required Attachments: Resume, Cover Letter 

Job Description

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Senior Contact Center Specialist provides the primary contact for social service program specific education, technical assistance and support to state agency customers. This position must be able to maintain effective professional and team relationships that meet departmental core values. On-the-job training is provided onsite and can last up to 90 days, with opportunities for advancement and performance incentives.

Senior Specialists who demonstrate ability to meet performance expectations will qualify for remote work status, with some mandatory days at the office for meetings and trainings. 

• Serves as the initial point of customer contact; identifies the scope of customer needs, answers questions and provides information regarding services.
• Correctly identifies, generates, and mails forms to the customer to apply for services.
• Researches information using specialized database. Maintains accurate call tracking information through the database.
• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
• Performs related duties as assigned to successfully fulfill the function of the position.

This position requires a background check that involves a national search and fingerprint search to be eligible for employment. Results of the completed background check will be provided to the funding sponsor for their records.

Job Requirements

Required Education: High School Diploma or GED, AND: 

• 24 months experience in a call center or front line customer service.

Skills:

• Proficient using a computer and telephone
• Detail oriented for accuracy of data and information
• Ability to communicate verbally and in writing
• Ability to build rapport with the caller
• General office skills such as multi-line phone, copying, filing, faxing, and mail
• Customer service skills
• Strong initiative to solve problems
• Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Certifications:

• None

Advertised Physical Requirements:

• Sit for prolonged periods
• Communicate effectively and listen
• Engage in repetitive motion
• Use of computer and telephone
• Standard office environment

Departmental Preferences:

• Bachelor’s Degree or equivalent experience
• 24 months experience in education, technical assistance, social services, contact center or office work

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.

Hiring contingent upon a Background Check?: Yes

Special Indications: None 

Job Posting

: Mar 10, 2025

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