The University of Rochester is looking for a Directory Service Assistant I to join our team. In this role, you will deliver quality customer service by answering and directing incoming calls to the University's main phone numbers and operator line, ensuring accurate information is provided while maintaining confidentiality and professionalism.
What You'll Do
- Answer incoming calls promptly and professionally, minimizing offline time.
- Respond to and direct calls that come into the main number(s) and operator number.
- Handle multiple calls simultaneously using a multi-line phone system.
- Provide callers with accurate information such as telephone numbers, directions, and dialing instructions.
- Greet callers warmly and provide a positive experience, addressing basic inquiries or directing to appropriate resources.
- Handle complaints or difficult callers with patience and professionalism.
- Maintain confidentiality of sensitive information and follow security protocols.
- Ensure the phone system is functioning properly and report technical issues to the IT department.
- Keep the work area organized and free from clutter.
What We're Looking For
- High School diploma
- Ability to communicate clearly and concisely under pressure
- Computer skills that include basic word processing
Nice to Have
- 1 year of receptionist, switchboard, or customer service experience
- Ability to leverage existing procedures, technologies, and tools for improved solutions and services
Technical Stack
- Multi-line phone system
Benefits & Compensation
- Compensation range: $17.00 - $22.10
Work Mode
This is a remote position open to candidates in New York State, specifically in the Albany, New York area (12224).
The University of Rochester 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.
