The following position reporting to Kaye Davidson, Manager, Call Center is
being posted externally. If interested, you must apply online at https://jobs.iu.edu/
Refer to job number #7261.
Program Services/Directory Coordinator - SS0G
Description and Responsibilities:
Coordinates the activities of the campus directory office to include administration, operation of call center services directory database systems, and on-line faculty, staff, and departmental directories. Interacts with department heads, customer service representatives, directory contacts, and lead counselors regarding directory listings; conducts necessary research; and compiles, verifies, and edits online directory changes.
Plans, develops, and administers directory policies and procedures in accordance with all relevant laws, policies, standards, and best practices; consults with appropriate personnel regarding directory and informational system needs; and prepares reports and other written materials based on directory records. Follows up with customers. problems, requests, and questions with a high level of customer service; resolves discrepancies; and provides prompt problem resolution.
REQUIRED: High school diploma or GED and three years office experience including or supplemented by experience administering a program.
Experience in consulting and writing instructional materials; experience with call centers; and; and experience with Microsoft office suites and web development. Strong organizational and problem-solving skills; customer service experience; and excellent verbal and written communication skills. Knowledge of computers and database/spreadsheet/ word processing software; ability to accurately review and complete detailed data collection and record keeping; and ability to function virtually independently as well as collaborate in team-oriented environments.
Preferred: Additional post secondary course work in telecommunications or related field; experience in a telephone/telecommunications environment; and project management experience.
Indiana University is an Affirmative Action/Equal Employment institution.