Contact Center Representative

About the role

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.

Responsibilities

• Resolves difficult customer inquiries and complaints.
• Updates online University event calendar.
• Troubleshoots and resolves minor technical issues within department.
• Answers and directs incoming calls to appropriate individuals, providing assistance and verifying information as needed.
• Dispatches pages, call, instant messages, text messages and other communication from the campus.
• Provides information regarding service problems, emergency situations and campus closures or outages.
• Receives and responds to customer inquiries and complaints.
• Investigates and researches complaints and conducts proactive customer services activities.
• Troubleshoots technical issues within the department.
• Performs other job-related duties as assigned.
• 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.

Requirements

• High School Diploma or GED required.
• Department is willing to accept education in lieu of experience.
• Minimum of three (3) years of directly job-related experience.

Qualifications

• Basic knowledge of grammar, spelling, punctuation, and simple mathematical functions (e.g., percentages, ratios).
• Education verification will be conducted upon acceptance of an employment offer.

Pay

$31,500 - $35,450