Administrative Specialist II (Call Center)

Goodwill of Delaware and Delaware County, PA; Dover (DE); On-site; USD 19,000 - 26,000; Full time

Job summary

Delaware Department of Regulation in Dover, DE seeks an Administrative Specialist II for the Call Center to answer phones, direct inquiries, and support licensing information for residents and licensees. You will use Word, Access, and Excel to manage documents, data, and workflows in a professional state office setting.

This temporary, full-time position offers steady weekday hours (Mon–Fri) with a focus on accuracy, customer service, and effective communication.

Qualifications

• Experience answering phones and handling multiple calls at once.
• Experience in data collection from multiple sources (files, records, databases, staff).
• Experience using standard software for word processing, spreadsheets, or databases.
• Knowledge of administrative support practices, grammar, punctuation, spelling, and composition.
• Ability to operate Word, Access, and Excel to create documents and manage data.

Responsibilities

• Answer phones, directing calls and helping customers with their questions.
• Be the first point of contact for inquiries about regulation and licensing.
• Direct individuals to resources such as the agency website or staff.
• Liaise with the public, clients, staff to exchange information and explain services.
• Apply agency rules, policies, and procedures in handling information.
• Create and maintain documents using Word, databases with Access, and spreadsheets with Excel.
• Maintain data and filing systems for accurate, retrievable documentation.
• Establish tracking systems and follow up to resolve matters.
• Analyze operating practices and recommend improvements for efficiency.
• Coordinate operational functions and keep supervisor informed.
• Perform other duties as assigned.

Skills

Phone handling

Data collection

Office software

Grammar and punctuation

Word processing

Spreadsheet

Database tools

Communication

Customer service

Multitasking

Tools

Word

Access

Excel

Job description

Administrative Specialist II – Call Center

The Delaware Department of Regulation is seeking a personable and organized Administrative Specialist II to join its Call Center team in Dover. In this role, you’ll serve as a first point of contact for individuals inquiring about regulation and licensing — answering phones, directing calls, and helping customers get the information they need. If you enjoy helping people, have strong attention to detail, and are comfortable juggling phones and office software, this role is a great fit. This is a state set-aside position, and individuals with disabilities are strongly encouraged to apply.

Location: Dover, DE

Pay Rate: $16.71 / hour

Hours: 37.5 hrs/week

Schedule: Mon–Fri, 8–4:30

What You’ll Do

• Answer phones, directing calls and helping customers with their questions.
• Act as the first point of contact for individuals inquiring about regulation and licensing.
• Direct individuals to appropriate resources such as the agency website or other Department staff.
• Serve as a liaison with the public, clients, agency staff, and others to exchange information and explain agency services, laws, rules, regulations, policies, and procedures.
• Apply agency laws, rules, regulations, policies, and procedures in maintaining and processing agency information.
• Create and maintain word processing documents using Word, databases using Access, and spreadsheets using Excel.
• Maintain and control data and/or filing systems to ensure effective, accurate, and easily retrievable documentation of operations, program, and project activities.
• Establish tracking and monitoring systems and conduct follow-up to ensure effective resolution of matters.
• Analyze routine operating practices and procedures and make recommendations to ensure smooth and efficient office operation.
• Assure effective coordination of operational functions.
• Keep supervisor apprised of issues and accomplishments; follow up on and track workflow and resolve problems relating to procedures and deadlines.
• Perform other duties as assigned.

What We’re Looking For

• Experience answering phones and handling multiple calls at once.
• Experience in data collection, including collecting, compiling, and maintaining data from multiple sources such as files, records, databases, customers, staff, or others.
• Experience using standard computer software programs for word processing, spreadsheets, or databases.
• Knowledge of administrative support practices and procedures.
• Knowledge of grammar, punctuation, spelling, and composition.
• Skill in applying basic and advanced word processing, spreadsheet, and database tools.
• Skill in coordinating agency or program operations.
• Ability to establish and maintain effective working relationships.
• Ability to understand, explain, and apply rules, regulations, policies, and procedures.
• Ability to verify accuracy of information, resolve discrepancies, and follow up on outstanding activities.
• Ability to communicate effectively with staff, employees, and the public.
• Strong customer service skills with good oral communication.

Why This Role?

This role offers steady, predictable weekday hours in a professional state office setting. You’ll be the friendly voice that helps Delaware residents and licensees navigate the regulation process — a role where strong communication and organization make a real difference every day. As a state set-aside position, this opportunity is part of a program designed to support employment for individuals with disabilities, and we encourage qualified candidates of all backgrounds to apply.

This is a state set-aside position; individuals with disabilities are encouraged to apply.

This is a temporary assignment through Goodwill Staffing Services. The selected candidate will be employed by Goodwill® Staffing Services and placed at the Delaware Department of Regulation.