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University of Toledo has proudly served our community since 1872. We offer competitive wages, access to the Public Employees Retirement System, generous time off allowances and additional wellness benefits. As a part of The University of Toledo employees and their dependents also have access to education benefits at UToledo.

Telephone Coordinator

Apply now Job no: 494667
Work type: Staff - Part-Time
Location: Main Campus - Administration
Categories: Part-Time, Support Services, CWA, Administrative Support

Title: Telephone Coordinator

Department Org: Telecomm-Cellular - 106130

Employee Classification: H4 - Comm Workers of America PT

Bargaining Unit: Communication Workers America

Primary Location: Main Campus - Administration

Shift:  1

Start Time:  12:30   End Time:  4:30

Posted Salary: CN 28; starting $17.44

Float: No

Rotate: Yes

On Call: Yes

Travel: No

Weekend/Holiday: No

Job Description:

Under the supervision from the Director, Business Services, provide exceptional customer service by engaging and addressing the customer’s cellular needs. The Telephone Coordinator attracts potential customers by answering product and service questions, suggesting information about other products and services. Process orders, prepares correspondences, and fulfill customer inquiries to ensure customer satisfaction. The target is to ensure excellent service standards and maintain high customer satisfaction.

Performs duties related to the coordination of cellular services.
• Serves as a liaison with cellular companies, reviews, formulates and recommends changes to plans.
• Serves as a liaison to customers; responsible for signing up new customers, ordering new equipment, assisting with equipment set-up and troubleshooting, resolves technical and equipment issues.
• Responsible for suspending, porting, canceling lines with cellular carriers, as needed.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Answers emails, voicemail and ensures all scanning/attaching is completed in a timely manner.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Performs clerical tasks related to maintaining customer billing software.
• Accurately creates new customer profiles, enters the ongoing monthly service charges, equipment charges and one-time charges.
• Scans and attaches all communication to customer’s billing profiles.
• Prepares and uploads the monthly billing file. Pulls down usage details from each carrier, adjusts the files and applies needed formulas to create an uploadable file.
• Tracks down lost payments, verifies & logs manual checks.
• Prepares checks for deposits.

General Duties:
• Opens and closes the business operations/office (gates, lights, doors…)
• Follows communication procedures, guidelines, and policies.
• Builds sustainable relationships of trust through open and interactive communication.
• Collects data, establishes facts, and draws valid conclusions that are shared with management on how best to proceed.
• Prepares meaningful, concise, and accurate reports (KPI’s) for management.
• Creates a friendly, business atmosphere for customers.
• Trains student employees.
• Other duties as assigned.

Minimum Qualifications:

• Experience with using telecommunication billing systems; preferably Pinnacle
• Experience with extracting, manipulating and compiling data from various sources
• Must have current knowledge of cellular technology, innovations and wireless products and services.
• Must be able to stay up to date with technology, products and services.

• 6 months of training in cellular service & equipment

Communication and Other skills:
• Excellent oral and written communication skills are required.
• Excellent organizational skills are required
• Exceptional computer skills: specifically, in Microsoft Office is required.
• Critical thinking, problem solving, ability to work independently
• Must have the ability to, as well as meet the requirements to complete and maintain mandatory training per the University mandatory training policy pursuant to the deadlines set forth therein.

Preferred Qualifications:

• 2+ years' experience of proven performance in a goal-driven & customer-focused environment desired
• 6 months of customer service and/or sales experience, retail environment preferred


Conditions of Employment:

All UToledo employees on all campuses, including those working on campus and working remotely, are required to be fully vaccinated against Covid-19, or have an approved exemption.
To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free.  To further this effort, the University of Toledo Health Science Campus Medical Center is requiring candidates for employment to be nicotine-free.  Pre-employment health screening requirements will include cotinine (nicotine) testing, as well as drug and other required health screenings for the position. With the exception of positions within University of Toledo Main Campus and the University of Toledo College of Medicine and Life Sciences, the employment offer is conditional upon successful completion of a cotinine test and Occupational Health clearance.


Equal Employment Opportunity Statement:

The University of Toledo is an equal opportunity, affirmative action employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation. 

The University is dedicated to the goal of building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment and strongly encourages applications from women, minorities, individuals with disabilities, dual-career professionals and covered veterans.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact the Human Resources Department at 419-530-4747 between the hours of 8:30AM and 5:00PM or apply online for an accommodation request. 

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the Main Campus of the University of Toledo.

Advertised: Eastern Daylight Time
Applications close:

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Last Updated: 1/23/23