Call Center Operator
Oklahoma City Community College

Job Info

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Posting Number:

Staff_0403333

Classification Title:

Staff

Working Title:

Call Center Operator

Datatel Position ID:

SASE5CACTROP0B

Annual Hours:

2080 Hours

Placement Range:

$14.35 - $16.15

Position Type:

Regular

Job Category:

Non-Exempt

General Description:

This position is responsible for delivering high standards of service to students, faculty, staff, and community members by making the most effective and efficient use of Call Center staff and technology resources.

Reports To:

Coordinator of Campus Police Communications

What position(s) reports to this position?:

NONE

Minimum Education/Experience:

High School diploma or GED

Minimum (6) months of work experience

Required Knowledge, Skills & Abilities:

Knowledge:
Customer service principles

Computer software programs

Skills:
Operating a telephone

Communicating in a clear and concise manner

Operating office business equipment (i.e. scanners, fax, and copiers)

Responding effectively and calmly with difficult or irate callers

Using a computer including keyboard and mouse

Organizing, filing, and retrieving documents from files

Abilities:
Obtain, note, and transfer details to appropriate personnel

Effectively prepare, organize, file, and retrieve written forms, logs, and report documents

Remain calm

Physical Demands/Working Conditions:

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS:
The work is sedentary work which requires the person in this position to occasionally exert up to 10 pounds of force to grasp, lift, carry, push, pull or otherwise move objects, including the human body.Additionally, the following physical abilities are required:

This position requires the person to frequently communicate with and listen to students, faculty, staff, and others to perform the essential functions of the position; must be able to exchange accurate information in various situations.

This position requires the person to frequently operate a computer and other equipment to perform the essential functions of the position.

This position requires the person to frequently operate equipment that involves repetitive motions of hands and wrists.

This position requires the person to frequently position self to access materials that may be above head or at ground level.

This position requires the person to use upper and lower body to exert force up to 20 pounds to grasp or lift materials or equipment.

This position requires the person to frequently position self to work assist Police Department staff, customers, and work with equipment.

This position requires the person to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

This position requires the person to judge, observe, and assess the accuracy, neatness, thoroughness of work assigned or to make general observations.

Work is performed in a relatively safe and secure Campus Police Department office setting.

May be exposed to infectious diseases.

Occasionally required to function around prisoners, mental patients, or agitated, hostile patients.

Work is performed during a flexible schedule including a weekend schedule; can be assigned to any shift to best meet the needs of the Campus Police Department; and must work weekends, holidays, and overtime as needed.

Preferred Qualifications:

Minimum (6) months experience working in a call center

Required Training:

Quarterly compliance training as assigned by institution

Annual CSA training

Work Hours:

Position is staffed utilizing offset 8-hour shifts:

0700-1600
0800-1700
0900-1800

Successful applicant can be assigned to either shift to best meet the needs of the campus police department. Successful applicant must work weekends, holidays, and overtime as needed.

Department:

Campus Police Department

Job Open Date:

12/09/2024

Open Until Filled:

No

HR Contact:

Rose Sanchez

Special Instructions to Applicants:

Applicants are to thoroughly complete the online application and attach the following required documents: cover letter and resume/CV.

Applicants who do not attach the required documents will not be considered for the position.

For application assistance, please contact Human Resources at (405) 682-7542, Monday through Friday between the hours of 8:00 AM and 5:00 PM.

Job Duties (Position Specific):

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Job Duties (Duties Assignment Statement):

Greets patrons visiting Campus Police Department when necessary, providing instructions or directions in person; provides preliminary information to callers and visitors to campus as necessary; and assists with lost and found property management as needed.

Controls main entrance access into CPD; assists Dispatch with issuing/receiving keys as needed; controls access of contractors to keys; issues key to authorized faculty and staff.; issues and retires parking permits for College faculty and staff; and enters data into computer aided reporting system.

Accepts incoming phone calls to OCCC primary connection and expeditiously connects to appropriate resource within College.

Correctly discerns appropriate resources within OCCC to connect utilizing communication and analysis of caller needs; makes appropriate connections based on training and orientation received pertaining to campus geography, key staff members, College departments, website navigation, activities, and schedules for all campus locations.

Receives, secures, logs, and release lost and found items, both valuable and non-valuable; maintains files; takes monthly inventory; and bi-annually disposes through proper channels.

Trains and supervises CPD Student Workers regarding daily activities; develops and maintains the Policies, Procedures and Guidelines for daily duties for them.

Performs secondary assignments related to data entry, logging, and information exchange; logs all completed CPD Automotive Aid forms and CPD Overtime forms into the CPD Department Excel spreadsheet.

Assists CPD Dispatch with campus door unlocks when needed; may perform other duties as assigned.

Job Duties (Safety / Policy & Procedures):

Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures

Contribute to a safe educational & working environment.

Adhere to established safety and health procedures and practices of providing injury and illness prevention for self and others.

Complete quarterly health and safety training pursuant to OCCC's established safety and health procedures and practices.

Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur.

This position has been identified as having significant responsibility for student and campus activities. The individual holding this position is designated as a Campus Security Authority (CSA). CSAs are required to report crimes they become aware of to the Reporting Structure at Oklahoma City Community College. Annual CSA training is required for individuals holding this position.

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