University of California Office of the President Call Center Representative (Temporary) in Oakland, California

Position Summary The University of California Office of the President operates an in-house temporary program called TOPS (Temporary Office of the President Staffing), which seeks skilled customer service representatives. TOPS employees provide temporary assistance to UCOP departments to complete special projects, fill in for employees on vacation or other leave, or provide coverage during open recruitment periods. Hourly rates and duties vary depending on the classification of positions. Assignments range in length from one day to two years. The TOPS program is an excellent opportunity to gain valuable UC experience. The Customer Service Center is responsible for providing counseling, financial education and problem resolution to active, inactive, and retired University employees. It provides information on the opportunities available through participation in the various UC Benefit plans and explains how these may be integrated with an individual's total financial and retirement program. It responds to questions, complaints and requests for information by employees, Benefit Representatives, retirees and survivors providing up to date, pertinent benefit information and by addressing tax and financial issues. The Unit also responds to annuitant inquiries and concerns regarding their UC group health insurance. Under direction of the Manager, Customer Service, position has continuing University-wide responsibility for the interpretation and analysis of laws, rules and regulations affecting all aspects of benefit programs. Scope of knowledge includes UC Retirement Plan and its components: retirement, death, disability and survivor benefits; UC retirement options; the Tax-Deferred 403(b) Plan and Defined Contribution Plan Pre-Tax and After-Tax accounts, as well as other Savings Program investment opportunities. Position requires constant attention to changing Federal and State tax/benefit/pension legislation as well as University Benefit Programs policy and contract changes. This is a temporary, project-based position that will have a completion date of 2/28/18. Job Duties

1 Record

Duties Function (%)


Assesses customer's level of understanding; educates and influences customers to utilize available self-service support.

Provide primary support by answering customer inquiries by researching policies and procedures, recommending self-help web sites, and guiding customers through steps used to arrive at solutions.

Provide initial contact and support for customers dealing with sensitive and confidential information relating to benefits, payroll, academic personnel , leaves and HR issues.

Provide customer support that generates a high level of customer satisfaction that can effectively move detractors to promoters by effective communication, knowledge and escalation to resolve issues.

Communicate effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction.

Communication style includes accurate and grammatically correct support based on channel (phone, email, case management).

Perform staff research and resolve problems in response to customer inquiries.

Participate in evaluation of services and products relating to advanced customer service response technology.

Provide staff research, analysis, problem solving, written communications, and report preparation in response to internal programs inquiries.

Duties 100

Job Requirements

1 Record

Job Req Req/ Pref

Must be able to work in a high volume call center environment.

Physical and mental skills required involve good people skills and communication skills.

Must be able to listen and communicate effectively with members.

Ability to use sound judgment in responding to issues and concerns.

Skills to analyze information and learn to synthesize large amounts of data with strong attention to detail.

Position requires basic PC skills and working knowledge of Word and Excel programs.


Requisition Number: 20170383

Working Title: Call Center Representative (Temporary)

Appointment Type: Staff - Floater (TOPS)

Personnel Program: PSS-Covered

Work Hours: Monday-Friday, 8:00am-5:00pm

Percentage of Time: 100

Organizational Area: Chief Operating Officer - UCOP Operations - UCOP Human Resources

Location: Oakland, CA

Posting Salary: $22.62-$23.68/hour

Special Conditions of Employment: Some TOPS assignments are designated as critical positions. Successful completion of a background check is required for appointment to these positions.

Other Special Conditions of Employment: Some TOPS assignments are designated as critical positions. Successful completion of a background check is required for appointment to these positions.

Job Close Date: Open Until Filled

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