CALL CENTER SPECIALIST

State of Arkansas; Little Rock (AR); On-site; USD 36,000 - 53,000; Full time

Job summary

The Call Center Specialist serves as a frontline representative for the State of Arkansas Department of Finance and Administration's contact center, assisting the public with inquiries, processing service requests, and providing information on state programs, regulations, and resources.

This role requires exceptional communication skills, problem‑solving abilities, and a commitment to delivering outstanding customer service.

Qualifications

• At least one year of experience in customer service, call center operations, or public service.
• Excellent verbal and written communication skills.
• Ability to handle confidential information and adhere to policies.

Responsibilities

• Respond to calls, emails, and online inquiries regarding state services and eligibility.
• Assist callers with applications, verify information, and submit documents.
• Input and retrieve data in state databases; maintain accurate records.
• Escalate complex issues to the appropriate department or supervisor.

Skills

Call center software

CRM systems

State databases

Typing

Data entry

Troubleshooting

Verbal communication

Written communication

Active listening

Empathy

Time management

Multitasking

Tools

CRM software

State databases

Call center software

Job description

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The mission of the Department of Finance and Administration is to provide Arkansas citizens convenient, effective, and courteous service which will encourage voluntary compliance with tax, license, and child support laws.

Position Number: 22130548

County: Pulaski

Posting End Date: [[postingEndDate]]

Anticipated Starting Salary: $35,610

Position Information

Job Series: Administrative Support - Independent

Classification: Call Center Specialist

Class Code: PAS05I

Pay Grade: SGS02

Salary Range: $35,610 - $52,703

Job Summary

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.

Primary 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.

Knowledge And Skills

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.

Minimum Qualifications

At least one year of experience in customer service, call center operations, or public service.

Licensure/Certifications

N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.

Veteran Preference: A copy of a DD-214 must be submitted to the Hiring Official at the time of interview to be considered for Veteran Preference.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS at [phone] or dhs.gov/e-verify.