Temporary Customer Service Specialist

Job Posting Title
Temporary Customer Service Specialist

Agency
265 DEPARTMENT OF EDUCATION

Supervisory Organization
Department of Education-Oliver Hodge Education Building

Job Posting End Date (Continuous if Blank)
May 09, 2024
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time
Part time

Job Type
Temporary

Compensation
$17/HR

Job Description

ABOUT US

At the Oklahoma State Department of Education (OSDE), we go beyond merely offering jobs - we actively seek out extraordinary individuals to join our team. As the primary agency entrusted with overseeing K-12 public education in Oklahoma, we are steadfastly devoted to making a meaningful impact on the districts and students we serve. Our exceptional team at OSDE is renowned for its commitment to superior customer service, innovation, and unwavering dedication to shaping a brighter future for students across the state. We work hand-in-hand with over 500 school districts and maintain a close partnership with the legislature, ensuring that each and every Oklahoma student receives the exceptional education they deserve. If you're in search of a fulfilling career that allows you to make a profound difference in the lives of children, you've arrived at the right place. Join us in our mission to empower students and elevate the standard of education in Oklahoma. For further insights into OSDE, please visit our website at www.sde.ok.gov.

POSITION OVERVIEW

The Customer Service Specialist at the Oklahoma State Department of Education (OSDE) is the first point of contact for inquiries and feedback regarding the teacher certification process. Your multitasking skills will shine as you assist callers, provide information, and maintain detailed records. If you're detail-oriented, have excellent people skills, and are committed to delivering top-tier service, we invite you to become part of our mission to enhance education in Oklahoma.

Please note: this role does not allow for any form of remote work, including telecommuting or hybrid arrangements. The nature of this position necessitates a consistent in-person presence. Prospective candidates should be aware that the responsibilities associated with this role require physical presence at the designated workplace in Oklahoma City, Oklahoma.

MINIMUM QUALIFICATIONS
Associate degree in business or related field [official transcripts required upon hire];
A minimum of three (3) years of experience in customer service, public relations, or general office work.
Or an equivalent combination of education and experience, substituting one year of relevant experience for each year of the required education.
ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Knowledge & Expertise: Demonstrate proficiency in understanding the teacher certification and background checks/fingerprinting processes, keep up to date with current trends, best practices, and relevant research. Communicate effectively with clear and concise messages that are understood by diverse audiences. Utilize active listening skills to comprehend inquiries and provide informed responses, while adapting communication style to suit different needs. Utilize appropriate language and tone in written and verbal communication to maintain professionalism and clarity.
Reception Duties: Provide coverage for the reception areas as needed. Greet visitors and staff warmly, create a welcoming atmosphere, and address their needs promptly. Provide coverage for reception during breaks, lunches, or absences to ensure continuous service. Route incoming calls to the appropriate party, offering information, and resolving issues effectively.
Feedback Collection: Diligently gather and document customer feedback, ensuring it is accurately recorded and reported for analysis. Encourage open and honest feedback from customers, demonstrating a commitment to continuous improvement and enhanced service quality.
Record Keeping: Update customer information in the Single Sign-On program while maintaining confidentiality. Keep records of appointments for the fingerprinting department.
Conflict Resolution: Proficiently handle challenging customer interactions and workplace conflicts by actively listening, remaining composed, and employing de-escalation techniques to achieve amicable resolutions, contributing to a harmonious work environment and exceptional customer experiences.
Adherence to Policies: Demonstrate unwavering commitment to company guidelines, policies, and procedures while engaging with customers and addressing their needs.
Team Collaboration: Collaborating effectively with colleagues and cross-functional teams to resolve customer inquiries, share best practices, and contribute to a cohesive work environment.
Continuous Improvement: Identifying opportunities for process improvements, suggesting enhancements, and participating in initiatives to enhance the overall customer service experience.
Professional Demeanor: Maintain a positive, empathetic, and professional attitude at all times; ability to build and maintain positive work relationships; demonstrate integrity and ethical conduct in all aspects of your work; ability to display a high level of professionalism in communication, behavior, and appearance; ability to accept constructive feedback to increase performance.
Attendance: Regular and reliable in-person attendance is required to ensure quality teamwork, performance, productivity, and collaboration; ability to demonstrate a commitment to your work and team by committing to punctuality and dependability in the work environment; this includes arriving to work on time, being present, engaged, and available to colleagues, internal and external customers.
Innovation: Ability to identify and address the evolving needs and challenges of the education landscape; ability to think critically, explore new ideas and embrace innovative approaches to improve educational outcomes for all students; apply creativity, resourcefulness, and forward-thinking in finding solutions to complex problems and driving positive change in the field of education.
Efficiency: Ensure our resources are utilized effectively, and our operations are streamlined; optimize our processes, eliminate redundancies, and leverage technology to enhance productivity and performance; proactively identify opportunities for efficiency gains and implement best practices.
Superior Customer Service: Willingness to go above and beyond to provide outstanding assistance that exceeds expectations, ability to create positive experiences and build relationships based on trust and satisfaction; maintain a positive and helpful attitude using the appropriate language, tone, and behavior to reflect the agency in a way that leaves a positive and favorable impression.
ESSENTIAL COMPETENCIES Effective Communication: Ability to clearly and concisely express ideas, while also listening actively to others and demonstrating understanding; Ability to demonstrate empathy by showing respect and understanding for the feelings and perspectives of others while paying close attention to non-verbal cues; Ability to adapt communication style to suit the needs of the audience and situation.
Take a proactive approach and work independently: Be resourceful and self-motivated, prioritize work effectively by managing your time well, anticipating challenges, developing creative solutions, paying close attention to detail, and taking ownership of your work.
Collaborate as a team player: Ability to work effectively with others towards a common goal. Including being openminded, respectful, and responsive to others' ideas and perspectives. Sharing knowledge and experience while being committed to achieving the teams' objectives and understanding the importance of working collaboratively to achieve success.
Demonstrate excellent planning and organizational skills: Ability to set clear objectives, create a plan of action, break down complex tasks into manageable components, delegate tasks when necessary, and establish a realistic timeline to meet deadlines consistently while developing contingency plans to ensure adaptability to changing circumstances.
Possess strong analytical and problem-solving skills: Ability to analyze complex situations, identify key issues, patterns, connections and develop effective logical solutions; Ability to think critically, anticipate potential problems and develop innovative solutions to address them.
Ability to function well in an, at times, stressful, fast paced and deadline driven environment: Ability to work under pressure and in situations where time is limited whilst remaining calm and focused, prioritizing tasks, and adapting to changing circumstances.
Ability to build strong partnerships with internal and external stakeholders: Ability to identify opportunities for collaboration, leverage resources effectively, and negotiate mutually beneficial outcomes. Possess strong interpersonal skills in order to resolve conflicts and manage difficult conversations in a constructive and professional manner.
Knowledge of technology and ability to use it to maximize efficiency and services: Ability to identify opportunities to leverage technology to streamline processes, automate tasks, and improve customer experiences; Familiarity with software, hardware and other relevant technological tools while being able to learn new technologies as they emerge.
PHYSICAL DEMANDS AND WORK ENVIRONMENT

Location : Oliver Hodge Building, Oklahoma City, Oklahoma Work is typically performed in a climate-controlled office setting with exposure to moderate noise. While performing the duties of the job, employee is frequently required to talk, stand, walk. This position requires long periods of sitting and daily use of computer and phone. Must be able to remain in a stationary position 75% of the time;
Ability to stand, reach and bend 50% of the time;
Operates a computer and other office productivity machinery, such as a calculator, copy machine/printer, office telephone 75% of the time;
Ascends/descends stairs 25% of the time;
Communicate with others accurately and effectively 100%;
Ability to lift to 25 lbs.
TRAVEL

Less than 10% travel required

TELEWORK

The position is ineligible for telework.

SPECIAL REQUIREMENTS Applicants must be currently authorized to work in the United States on a full-time basis without sponsorship;
Successful completion of a pre-employment background check;
Must possess a valid driver's license from a U.S. state or territory to perform necessary job-related travel.

EEO STATEMENT

The Oklahoma Department of Education provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, OSDE complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

DISCLAIMER

This job description is intended to provide a general understanding of the position's essential duties and responsibilities. It is not an employment contract or agreement , and the duties may change as per business needs without prior notice. The employer reserves the right to modify, revise, or terminate any policies, procedures, or benefits described herein at any time, with or without notice.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.