Family Services Specialist I/II
About The Position
This position is for a customer service eligibility specialist within Adult and Family Services, focused on providing world-class service to clients. The role requires strong customer service, flexibility, and organizational skills to thrive in a fast-paced environment. The specialist will primarily handle customer contact via phone, including incoming and outgoing calls, and provide first contact resolution for clients utilizing virtual eligibility centers or online platforms. While the position is designed for telework/work from home, it mandates an initial 120-day in-person training period in an office setting, followed by a performance evaluation before transitioning to full-time remote work. All telework arrangements are subject to Agency Director approval.
Requirements
- For Level I: two years of clerical office work in a business, public sector, or social work environment; OR an equivalent combination of education and experience, substituting thirty semester hours of college for each year of the required experience
- For Level II: a bachelor’s degree; OR an associate’s degree plus two years of clerical office work in a business, public sector, or social work environment; OR an equivalent combination of education and experience, substituting one additional year of experience in a professional business, public sector, or social work environment for each year of the bachelor’s degree; OR two (2) years of experience as a Family Services Specialist
- Must possess a valid driver's license and maintain required car insurance
- Must attend all mandatory training, including a two-week training academy held in Norman, OK
Nice To Haves
- Previous call center experience
Responsibilities
- Interviewing clients
- Processing electronic applications and renewals for all AFS programs (SNAP, CHILD CARE, and MEDICAL)
- Interpreting and applying policy and procedures
- Providing clear documentation of casework
- Independently performing complex tasks
- Providing first contact resolution for clients who prefer to conduct business through our virtual eligibility center or online platforms
- Handling customer contact primarily via phone, incoming and outgoing calls
Benefits
- Full State Employee Benefits
- Travel and lodging paid (for mandatory training academy)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
