Senior Energy Program Specialist

University of Oklahoma•Oklahoma City, OK

13d•Hybrid

About The Position

If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations. The Senior Energy Program Specialist provides support to the Energy Assistance program to perform functions in customer service and support for escalated assistance referrals. Duties include accepting escalated referrals from clients and county offices for energy assistance support screening referrals based on set criteria and documenting referral recommendations. Serves as the initial point of customer contact; identifies the scope of customer needs, answers questions and provides information regarding services. Researches information using specialized database. Maintains accurate call tracking information through the database. Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures. Processes and follows up on customer requests. Performs related duties as assigned to successfully fulfill the function of the position. This position may be eligible for remote or hybrid work.

Requirements

High School Diploma or GED
24 months experience in a call center or front-line customer service
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

Responsibilities

Accepting escalated referrals from clients and county offices for energy assistance support
Screening referrals based on set criteria and documenting referral recommendations
Serving as the initial point of customer contact
Identifying the scope of customer needs
Answering questions and providing information regarding services
Researching information using specialized database
Maintaining accurate call tracking information through the database
Participating in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures
Processing and following up on customer requests
Performing related duties as assigned to successfully fulfill the function of the position