Job Details

The University of Cincinnati is currently accepting applications for a University Service Associate (USA)2. Oversees all activities of telephone personnel and operations. Hires, trains, schedules, supervises and evaluates a designated number of USA 1 staff; provides direction and support to all USA 1 staff who work in the telephone operation on a rotating basis. Responsible for quality assurance including monitoring of live calls. Develops and implements programs to assess student needs and expectations. Provides hands-on support to full-time and student staff and handles referrals requiring supervisory authority. Motivates and encourages staff through positive communication and feedback. Promotes team-building and an upbeat work environment. Collaborates with One Stop leadership team to set telephone area goals, objectives, performance standards and measures. Completes and maintains daily statistics. Provides progress reports for management review.





Strong mathematical, computer, and customer service skills are a must. Other required skills include: Strong analytical skills; strong reading comprehension, independent decision-making skills; excellent communication (oral & written) and organizational skills; effective listening skills; effective counseling skills (via in-person, telephone, and email); strong customer service orientation; possess skills to engage in complex problem-solving; adaptability to a changing environment; flexibility; strong computer literacy (internet) skills; strong attention to detail; sound memory recall capability; conflict/stress management skills and ability to de-escalate frustrated customer contacts; ability to retain and quickly access large amounts of complex information related to various policies/ processes/procedures; identify prevention strategies for service problems; maintaining regular work schedule; handle confidential information responsibly; maintain work accountability; ability to meet and maintain deadlines; ability to multi-task; sound interpersonal skills  

Job Description: Under general supervision from a designated administrator, manage a comprehensive program of student and alumni services via the One-Stop Service Center.  

Minimum Qualifications:Bachelor's degree with 3 years experience; OR associate degree with 5 years experience; OR 7 years experience. Experience must be in counseling and/or service provider. Experience must include at least 1 year supervision.  

The Ideal candidate has higher education work experience, and has experience with executing effective call de-escalation techniques. Other ideal skills include strong presentation skills, and call center experience is a plus.  

To apply for position (212PV2743), please see http://www.jobsatuc.com

The University of Cincinnati is an affirmative action/equal opportunity employer. UC is a smoke-free work environment.