Senior Telephone Systems Operator

Classification Title:

Call Center Agent III

Job Description:

UF Information Technology (UFIT) is currently seeking a professional-level Senior Telephone Systems Operator to join the UF Computing Help Desk, a unit within UFIT.

Employment with UFIT provides an excellent opportunity to work with other employees dedicated and focused on understanding and interpreting the technological needs of the University of Florida’s innovative and inspirational community.

The UF Computing Help Desk aids faculty, staff, and students with tools and services including accounts, email, and Wi-Fi setup and troubleshooting.

This position will receive incoming calls on the University’s main phone number, answer inquiries regarding university programs and activities, and location of facilities and colleges. The position will also assist in training the main campus operators in the operation and use of an operator console, as well as assist in the hiring process.

Some key responsibilities and characteristics of this position are:

• Assist callers with basic information attained from guides, directories, computer, and other reference sources such as numbers, locations, and events on campus and transfers callers as necessary
• Maintain and update operator database with correct numbers and listings
• Provide training and direction to a team of telephone operators as primary lead, including handling complaints and problems beyond the capabilities of the team

About UF Information Technology

The UF Information Technology division is comprised of seven departments reporting to the Vice President & Chief Information Officer. The departments reporting directly to the VP & CIO are: Academic Technology, Research Computing, Infrastructure & Communication Technology, Enterprise Systems, Information Security Office, Customer Experience & Resource Planning, and the UFIT Business Center. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF’s mission. For more information about UFIT and its goals and governance, visit: http://www.it.ufl.edu/vp-cio-office/strategic-plan/ .

Learn more about UFIT at https://it.ufl.edu/ and @GoGatorsUFIT.

About the University of Florida

UF is one of the nation’s top-5 universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serve a diverse global community. Plus, UF is in Gainesville, one of Florida’s most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what’s happening here and know you will want to be a part of it.

UF Information Technology is committed to attracting, hiring, and retaining a diverse workforce and values diversity of thoughts, background, and experience. Achieving a top-5 public university ranking means we make it a priority to employ and work with people with different backgrounds, cultures, abilities, and ethnicities to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution. We welcome applications from individuals who would bring additional dimensions to the university’s vision and mission.

Expected Salary: $19.64 per hour; In addition, the University of Florida offers a very competitive benefits package. https://benefits.hr.ufl.edu/ Minimum Requirements:

Associate’s degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience.

Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement(s).

Preferred Qualifications:

The ideal candidate will possess the following experience and skills:

• Demonstrated knowledge of leadership practices and principles
• Six months of experience as a telephone operator or experience with multi-line phone systems
• Practice in providing superior customer service

Preferred skills, expertise and experience:

• Exceptional organizational skills and attention to details
• Excellent judgment and decision making ability
• The ability to work independently and cooperatively as part of a team

To be successful in this position, the incumbent must:

• Possess exceptional verbal, written, and interpersonal communication skills
• Have a professional attitude which is conveyed in all interactions and communications

Special Instructions to Applicants:

Applicants are required to submit with their application:

• Cover Letter
• Resume or CV
• Professional References (Minimum of 3)

This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Application must be submitted by 11:55 p.m. of the posting end date.

Health Assessment Required: No