Service Center Operator
Position Summary
The Service Center Operator builds member trust by delivering exceptional service while ensuring efficient support through accurate call routing and coordination of ticket ownership for call center agents. This role serves as a central communication hub, using sound judgment and organizational knowledge to assess needs and direct inquiries to the appropriate teams with accuracy, professionalism, and responsiveness.
Duties & Responsibilities
- Serve Texas Tech CU members and employees pleasantly and professionally in accordance with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship.
- Maintain awareness of departmental functions, workflows, and escalation paths to ensure proper direction of every incoming call.
- Utilize strong listening and probing skills to identify the nature of inquiries and minimize unnecessary transfers.
- Communicate effectively across teams through warm transfer or internal chats to ensure seamless handling of member needs.
- Provide a call summary to calls directed to the Service Center to help minimize discovery and rework for the Agents.
- Provide routine support for member needs, while assisting callers with basic member questions including consumer rate information, account balances, daily transaction cut off times, and general website, product, and services information.
- Document all call information according to standard operating procedures.
- Ensure accurate ticket ownership by aligning assignments with department schedules and adjusting in real time to volume and staffing changes under management guidance.
- Maintain a thorough working knowledge of Texas Tech CU policies and procedures.
- Maintain knowledge of all state and federal regulations that are applicable to Service Center positions.
- Attend and participate in job related training sessions.
- Maintain member confidentiality.
- Ability to adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.