Contact Center Representative

Recruitment #220527-UNCE-307

Introduction

A cover letter for the position of Contact Center Representative is required. The cover letter should include at a minimum a summary of your work experience and skills that make you an ideal candidate for this position.

Summary
This position is the primary point within the agency for incoming member engagement and is responsible for responding to telephone calls, electronic communication, and in-person office visits. The goal of this position is to provide an excellent customer experience through resolution of questions and requests. This position performs a wide variety of tasks and takes personal initiative to find answers and solutions for individuals engaging the agency.

Essential Functions
• Responds to telephone calls, electronic communication, and in-person office visits through the agency’s Contact Center.
• Researches and resolves a variety of questions/issues relevant to members.
• Captures information related to any member engagement.
• Processes member requests for agency forms and publications and aids in properly completing forms.
• Processes incoming forms for approval. Provides follow-up to members regarding rejected forms.
• Seeks ways to improve methods and procedures as well as assisting in maintaining and updating Contact Center procedures.
• Ensures confidential, private and public information is handled appropriately and agency documents are maintained in accordance with agency policies.
• Routes calls to other departments as appropriate.
• Other duties as assigned.

Knowledge, Skills and Abilities
• Ability to apply agency policies and procedures, seeking assistance when needed.
• Knowledge of standard office methods, procedures, equipment and technologies, grammar, punctuation, spelling, basic mathematics, telephone procedures, and standard business communications; knowledge of agency records and document maintenance.
• Ability to effectively communicate, verbally and in writing, with a diverse customer base.
• Ability to maintain control and composure during difficult and stressful situations.

Physical Requirements
The physical aspects of this position consist primarily of sitting at a desk with a computer or laptop, one or more monitors, a keyboard and mouse, a telephone, and a telephone headset. Most work duties are completed electronically, but occasional use of a calculator and/or copier may be required. Lifting and carrying objects weighing 25 pounds or less may also be required.

Competencies
Self-Management
• Exhibits integrity and honesty and uses good judgment
• Efficient, effective use of work time, equipment and resources
• Punctual and regular work attendance
• Follows established rules and procedures and asks questions when uncertain
• Seeks and assumes additional responsibilities as appropriate
• Takes personal initiative to complete tasks and solve problems
• Stays focused on the job, monitors progress, and manages time well with minimal supervision

Work Processes & Results
• Uses appropriate problem-solving methods to improve processes
• Collects and evaluates relevant information to make good decisions
• Sets priorities and follows through; seeks input from the supervisor if conflicts arise
• Meets productivity standards, deadlines, and work schedules
• Informs supervisors or appropriate others of problems and identifies solutions
• Masters new tasks with diligence
• Thorough when performing work and conscientious about attending to detail such as proofreading and double-checking calculations

Teamwork
• Supports and focuses on the vision, mission and goals of the team and agency
• Views team success as more important than individual achievement
• Works effectively with others to achieve organizational goals
• Accessible, timely, and responsive to the needs of the team and other co-workers
• Focuses on the situation, issue or behavior rather than on the person
• Contributes to the development, cohesion and productivity of the team
• Supports teamwork and cooperation through open and honest communication

Innovation & Change
• Receptive to new ideas and adapts to new situations
• Willing to explore different options
• Seeks out and acts on opportunities to improve, streamline, and reinvent work processes
• Helps others overcome resistance to change
• Adapts quickly to change and is flexible
• Avoids being overly defensive and is willing to explore different options

Development
• Gives and accepts constructive feedback and is not overly defensive
• Participates in and seeks out opportunities to enhance knowledge and skills
• Applies new knowledge or skills acquired from developmental opportunities
• Learns and masters new information and processes
• Documents acquired knowledge for transfer to other employees

Communication
• Listens, understands and responds to others with courtesy, tact, and empathy
• Participates in meetings in an active and cooperative manner
• Communicates effectively one-on-one and in groups
• Writes clearly and succinctly and avoids overly technical language
• Responds timely to emails, phone messages, and mail

Customer Service
• Committed to providing high-level quality services
• Consistently meets or exceeds customer expectations and needs
• Uses customer satisfaction as a key measure of quality
• Accessible, timely, and responsive to customer inquiries and complaints
• Goes the extra mile to satisfy customer needs and expectations

Technical Competence
• Uses knowledge acquired through formal or on-the-job training
• Works with, understands and evaluates technical information needed for the job
• Problem-solves technical issues
• Adapts to and learns new technology

For more information about the Oklahoma Public Employees Retirement System, visit our website at www.opers.ok.gov

MINIMUM QUALIFICATIONS

Three years of experience in customer service. Thirty semester hours of college coursework may be substituted for each year of experience required. Experience in a contact center environment is preferred.