Contact Center Representative

🇺🇸 Houston, TX

🕑 Full-Time

💰 $36K

💻 Customer Support

🗓️ June 16th, 2025

Smartsheet

Edtech.com's Summary

The University of Houston-Downtown (UHD) is hiring a Contact Center Representative. This role involves answering incoming calls related to enrollment services, assisting callers with inquiries, and creating support tickets for the appropriate departments while also managing emails and assisting in staff training.

Highlights

Answer incoming calls and provide information related to enrollment services.
Create and submit tickets to relevant departments for unresolved queries.
Assist students by answering general questions and managing email correspondence.
Utilize Smartsheet to track, follow up, and close tickets.
Support supervisor in training new and temporary staff members.
Proficiency required in MS Office and PeopleSoft software.
Must have strong analytical, problem solving, interpersonal, communication, and customer service skills.
Required qualifications: High School Diploma or equivalent and minimum one year of related experience.
Work within the Enrollment Management department.
Salary offered is $36,294 annually.

Contact Center Representative Full Description

| Department: Enrollment Management
| Salary: $36,294
| Description: Job Summary The Contact Center Representative answers incoming calls related to enrollment services, assists callers, and creates a ticket for the relevant department.Duties Answers all incoming calls and provides callers with the information Creates and submits a ticket to the relevant department if unable to answer a query Assists students by answering general questions Reviews and responds to emails Reviews Smartsheet or updates on tickets, following up as necessary before completing and closing them Assists the supervisor to train new and temporary staff members as necessaryMarginal Duties Performs all other duties as assignedSupervisory Responsibilities Direct Reports: NoneDelegation of Work: N/ASupervision Given: N/AKnowledge, Skills and Abilities Knowledge: Knowledge of commonly referred to processes, policies, and procedures within the university and related trends, issues, and accepted practicesSkills: Good technical skills, including proficiency in MS Office and PeopleSoft Strong analytical and problem solving skills Excellent interpersonal, communication, and customer service skills Good critical thinking skillsAbilities: Ability to work in a team Ability to effectively communicate with a wide range of individuals and constituencies in a diverse university communityWork Location and Physical Demands Primary Work Location: Works in an office environmentPhysical Demands: Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks Must have precise hand-eye coordination and the ability to identify and distinguish colorsQualifications Required Education: High School Diploma or equivalentRequired Experience: Minimum of one (1) year of related job experienceLicense/Certification: None requiredPreferred Qualifications None
| All positions at the University of Houston-System are security sensitive and will require a criminal history check. The University of Houston System and its universities are an Equal Opportunity Institution.