Directory Service Assistant I - Remote Eligible

Job Title

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: University IT / P&PM

Work Shift: UR - Day (United States of America)

Range: UR URG 102 H

Compensation Range: $17.00 - $22.10

Responsibilities

Delivers quality customer service to the University of Rochester and/or Medical Center. Responds and directs calls that come into the University main phone number(s), as well as calls into the University's operator number, in a timely manner minimizing offline time to ensure the highest level of customer service.

Essential Functions

• Answers incoming calls promptly and professionally. Responds and directs calls that come into the main number(s), as well as calls into the operator number, in a timely manner, minimizing offline time to ensure the highest level of customer service. Handles multiple calls simultaneously using a multi-line phone system.
• Provides callers with accurate information, such as telephone numbers, directions to specific departments and instructions on dialing, to ensure customer satisfaction while adhering to University policies around confidentiality and acceptable use in fulfilling responsibilities of position.
• Greets callers warmly and provides a positive experience for all who contact the organization. Addresses basic inquiries or direct callers to the appropriate resources. Handles complaints or difficult callers with patience and professionalism.
• Maintains the confidentiality of sensitive information obtained through calls. Follows security protocols when dealing with sensitive or classified calls.
• Ensures phone system is functioning properly and reports any technical issues to the IT department. Keeps work area organized and ensures it is free from clutter.
• Other duties as assigned.

Minimum Education & Experience

• High School diploma required
• 1 year of receptionist, switchboard or customer service experience preferred
• Or equivalent combination of education and experience

Knowledge, Skills and Abilities

• Computer skills that include basic word processing required
• Ability to communicate clearly and concisely under pressure required
• Ability to leverage existing procedures, technologies and tools for improved (higher productivity and efficiency) solutions and services preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.