Family Services Specialist I/II
About The Position
This customer service eligibility specialist position serves clients of Adult and Family Services (AFS). The role is designed for telework/work from home, subject to Agency Director approval. The employee must complete in-person office training for the first 120 days and be evaluated on performance before working from home full-time. Mandatory in-office training includes JumpSTARt Training at a regional training facility; travel and lodging for this training are paid. In-person training is provided. Occasional travel is required, and the employee must possess a valid driver's license and maintain required car insurance. The position operates Monday through Friday, 8:00 a.m. to 5:30 p.m., with varying eight-hour shifts available. Annual salary is $37,440 for Level I (H14A) or $40,248 for Level II (H14B), plus full state employee benefits. This is a position in the Oklahoma Civil Service.
Requirements
- Level I: Two years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; or an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience.
- Level II: A bachelor's degree; or an associate's degree plus two years of qualifying administrative support, recordkeeping, customer service, or client service experience; or an equivalent combination of education and experience, substituting one year of professional business, public sector, or social work experience for each year of the bachelor's degree; or two years of experience as a Family Services Specialist.
- Possess a valid driver's license and maintain required car insurance.
- Attend mandatory in-office training, including JumpSTARt Training at a regional training facility.
- Demonstrate customer service, flexibility, and organizational skills.
Nice To Haves
- Previous call center experience may be given preference.
Responsibilities
- Interview clients and process electronic applications and renewals for AFS programs, including SNAP, Child Care, and Medical.
- Interpret and apply policies and procedures.
- Provide clear documentation of casework.
- Independently perform complex tasks.
- Provide first-contact resolution for clients using the virtual eligibility center or online platforms.
- Handle customer contact primarily by telephone, including incoming and outgoing calls.
- Provide customer service to Adult and Family Services clients in a fast-paced environment.
Benefits
- Full state employee benefits
- Travel and lodging paid for mandatory JumpSTARt Training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
