Public Services 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 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, problem-solving, and accuracy when navigating state databases and policies to deliver timely, correct responses while maintaining confidentiality.

Qualifications

• At least one year of experience in customer service or call center operations.
• Experience with state programs and handling sensitive data preferred.
• Strong communication and problem-solving abilities required.

Responsibilities

• Respond to incoming calls, emails, and online inquiries from the public regarding state services.
• Provide accurate information and assist with applications and document submission.
• Escalate complex issues to appropriate department or supervisor.
• Use state databases and CRM to input and verify caller information.
• Maintain detailed records of interactions for reporting and follow-up.
• Ensure compliance with confidentiality and state regulations.

Skills

CRM software

Typing

Troubleshooting

Verbal communication

Written communication

Active listening

Time management

Multitasking

Public service knowledge

Tools

CRM systems

State databases

Customer management systems

Job description

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, problem-solving, and accuracy when navigating state databases and policies to deliver timely, correct responses while maintaining confidentiality.