Job Details

University Telephone Receptionist

  2020-02-13     Bob Jones University     Greenville,SC  

PRINCIPAL DUTIES AND RESPONSIBILITIES:* Respond to all mainline telephone requests for assistance* Maintain all telephone receptionist documentation including Switchboard manual, Switchboard wiki and training manual* Assure that all operator helps are current and accurate* Serve as a resource for student operators* Notify operators of any changes to Switchboard documentation, resources or processes* Maintain Campus Directory departmental and personnel listings for the BJU intranet* Interface with Constituent Services to manage requests for telephone information in CRM application and online electronic directory* Create, document and implement process improvement for improved efficiency and customer service in all areas of Switchboard* Monitor the Switchboard queue in the ITSM tool* Resolve customer issues in the Switchboard queue or assign them to the appropriate person to responded resolve* Respond to Switchboard customer requests in the ITSM tool* Monitor Switchboard email account to resolve and respond to all requests or forward to appropriate department* Train new student operators* Handle all callers in a friendly, professional and courteous manner* Assure all Switchboard shifts are covered* Apply standards of excellence in all interactions with the University constituency* Administrative duties as assigned* Other duties as assigned by supervisorREQUIRED KNOWLEDGE, SKILLS AND ABILITIES:* Ability to anticipate needs and propose effective solutions* Exceptional customer service skills* Strong written and verbal communication skills* Ability to remain calm in difficult situations* Ability to respond well with a calm, efficient, kind attitude that will encourage confidence in BJU* Attention to detail* Ability to work with frequent interruptions* Willingness to learn and adapt

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