CALL CENTER SPECIALIST
About The Position
The Call Center Specialist serves as a frontline representative for a state agency’s contact center, assisting the public with inquiries, processing service requests, and providing information regarding state programs, regulations, and resources. This role requires exceptional communication skills, problem-solving abilities, and a commitment to delivering outstanding customer service. As a key point of contact, the Call Center Specialist must be able to accurately assess caller needs, respond to challenging situations, and navigate state databases and policies to provide timely and correct responses. The position may also involve handling confidential information, escalating cases when necessary, and ensuring adherence to state guidelines and service protocols.
Requirements
- Proficiency in call center software, customer relationship management (CRM) systems, and state databases.
- Strong typing and data entry skills with attention to accuracy.
- Basic troubleshooting skills to assist callers with online applications or technical issues.
- Exceptional verbal and written communication skills to interact with a diverse public.
- Active listening and empathy to understand and address caller concerns effectively.
- Time management and multitasking abilities to handle high call volumes efficiently.
- At least one year of experience in customer service, call center operations, or public service.
Responsibilities
- Respond to incoming calls, emails, and online inquiries from the public regarding state services, programs, and eligibility requirements.
- Provide accurate, clear, and detailed information while adhering to agency policies and procedures.
- Assist callers in completing applications, verifying information, and submitting required documents.
- Escalate complex issues or unresolved inquiries to the appropriate department or supervisor.
- Utilize state databases and customer management systems to input, retrieve, and verify caller information.
- Maintain detailed records of interactions for reporting and follow-up purposes.
- Ensure compliance with state regulations regarding confidential and sensitive data.
- Maintain confidentiality and data security in compliance with state and federal regulations.
Benefits
- pension
- maternity leave
- paid state holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
