Position Summary:
The Customer Service Specialist will assist customers calling into the Secretary of State Call Center under supervision. This part-time role involves providing exceptional customer service, answering inquiries, and supporting the resolution of customer issues efficiently and accurately.

Essential Duties & Responsibilities:

• Serve as the primary point of contact for inbound calls to the Secretary of State Call Center.
• Deliver friendly, professional, and knowledgeable customer service, ensuring all inquiries are addressed clearly and promptly.
• Stay up to date on all Secretary of State (SOS) policies, procedures, and division-specific information to provide accurate guidance to customers.
• Utilize approved resources and tools to enhance customer service and resolve issues effectively.
• Meet established performance goals and metrics related to call volume, quality, and customer satisfaction.
• Identify and report recurring technical or administrative issues to the appropriate team or department.
• Accurately document customer interactions and update records as necessary.
• Perform other related duties as assigned.

Knowledge, Skills & Abilities:

• Strong understanding of customer service principles and processes.
• Ability to manage a high volume of calls from a diverse public.
• Excellent listening skills to identify customer issues and provide accurate information.
• Familiarity with relevant laws, regulations, and policies, with the ability to apply them effectively.
• Ability to maintain detailed logs and records of customer interactions.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Clear and effective verbal and written communication skills.
• Ability to research and access the correct information to assist customers.
• Proficiency with databases and telephone systems to handle high call volumes.
• Basic computer skills and comfort using electronic systems for daily tasks.
• Ability to communicate clearly and effectively with both customers and internal teams.

Supervision Requirements:

• This position operates under direct supervision, with performance expectations outlined in the training process.

Minimum Qualifications:

• At least 3 months of experience in a call center environment.

Preferred Qualifications:

• Previous customer service experience in a high-volume setting.

Education Requirements:

• High school diploma or equivalent.

Position Type: Part-Time (Virtual)
Work Schedule: Monday through Friday
Available Shifts: 8:00 AM – 1:00 PM, 10:00 AM – 3:00 PM, or 11:30 AM – 4:30 PM (Eastern Time)

This part-time virtual role offers the opportunity to deliver essential customer service support while working in a collaborative and encouraging team environment.