Customer Service Specialist

State of Oklahoma•Oklahoma City, OK

3d•$40,000•Onsite

About The Position

The Customer Service Specialist at the Oklahoma State Department of Education (OSDE) is the first point of contact for inquiries and feedback regarding the teacher certification process. Your multitasking skills will shine as you assist callers, provide information, and maintain detailed records. If you're detail-oriented, have excellent people skills, and are committed to delivering top-tier service, we invite you to become part of our mission to enhance education in Oklahoma. Please note: This role requires a consistent, in-person presence at the designated workplace in Oklahoma City, Oklahoma, with no remote, telecommuting, or hybrid options

Requirements

Associate degree in business or a related field;
A minimum of three (3) years of experience in customer service, public relations, or general office work.
Or an equivalent combination of education and experience, substituting one year of relevant experience for each year of the required education.
Applicants must be currently authorized to work in the United States on a full-time basis without sponsorship;
Successful completion of a pre-employment background check;
Must possess a to perform necessary job-related travel.

Responsibilities

Demonstrate proficiency in understanding the teacher certification and background checks/fingerprinting processes, keep up to date with current trends, best practices, and relevant research.
Communicate effectively with clear and concise messages that are understood by diverse audiences.
Utilize active listening skills to comprehend inquiries and provide informed responses, while adapting communication style to suit different needs.
Utilize appropriate language and tone in written and verbal communication to maintain professionalism and clarity.
Provide coverage for the reception areas as needed.
Greet visitors and staff warmly, create a welcoming atmosphere, and address their needs promptly.
Provide coverage for reception during breaks, lunches, or absences to ensure continuous service.
Route incoming calls to the appropriate party, offering information, and resolving issues effectively.
Diligently gather and document customer feedback, ensuring it is accurately recorded and reported for analysis.
Encourage open and honest feedback from customers, demonstrating a commitment to continuous improvement and enhanced service quality.
Update customer information in the Single Sign-On program while maintaining confidentiality.
Keep records of appointments for the fingerprinting department.
Proficiently handle challenging customer interactions and workplace conflicts by actively listening, remaining composed, and employing de-escalation techniques to achieve amicable resolutions, contributing to a harmonious work environment and exceptional customer experiences.
Demonstrate unwavering commitment to company guidelines, policies, and procedures while engaging with customers and addressing their needs.
Collaborating effectively with colleagues and cross-functional teams to resolve customer inquiries, share best practices, and contribute to a cohesive work environment.
Identifying opportunities for process improvements, suggesting enhancements, and participating in initiatives to enhance the overall customer service experience.
Maintain a positive, empathetic, and professional attitude at all times; ability to build and maintain positive work relationships; demonstrate integrity and ethical conduct in all aspects of your work; ability to display a high level of professionalism in communication, behavior, and appearance; ability to accept constructive feedback to increase performance.
Regular and reliable in-person attendance is required to ensure quality teamwork, performance, productivity, and collaboration; ability to demonstrate a commitment to your work and team by committing to punctuality and dependability in the work environment; this includes arriving to work on time, being present, engaged, and available to colleagues, internal and external customers.
Ability to identify and address the evolving needs and challenges of the education landscape; ability to think critically, explore new ideas and embrace innovative approaches to improve educational outcomes for all students; apply creativity, resourcefulness, and forward-thinking in finding solutions to complex problems and driving positive change in the field of education.
Ensure our resources are utilized effectively, and our operations are streamlined; optimize our processes, eliminate redundancies, and leverage technology to enhance productivity and performance; proactively identify opportunities for efficiency gains and implement best practices.
Willingness to go above and beyond to provide outstanding assistance that exceeds expectations, ability to create positive experiences and build relationships based on trust and satisfaction; maintain a positive and helpful attitude using the appropriate language, tone, and behavior to reflect the agency in a way that leaves a positive and favorable impression.

Benefits

Generous Benefits Allowance: Up to $21,934.08 annually, tailored to family size, for purchasing benefits.
Comprehensive Insurance Plans: Choose from a variety of insurance plans with no pre-existing conditions, exclusions, or limitations.
Flexible Spending Accounts: Manage healthcare expenses and/or dependent care with ease.
Full Participation in TRS: Enjoy employer-covered contributions (7.5% of annual salary) for Teacher’s Retirement System participation.
Generous Leave Policy: Full-time employees receive 15 days of vacation and 15 days of sick leave in their first year.
Paid Holidays: Benefit from 11 paid holidays per year.
Employee Discounts: Access discounts with various companies and vendors.
Longevity Bonus: Earn a bonus after completing two years of service, with bonuses continuing annually thereafter.
Compensatory Time: FLSA Exempt and Nonexempt employees receive compensatory time.
Employee Assistance Program: Access support and resources through our Employee Assistance Program.