Position Number: 22130548
Anticipated Starting Salary: $35,610
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.
Job Series: Administrative Support - Independent
Classification: Call Center Specialist
Class Code: PAS05I
Pay Grade: SGS02
Salary Range: $35,610 - $52,703
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.
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.
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.
At least one year of experience in customer service, call center operations, or public service.
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.
ONLY COMPLETED APPLICATIONS WITH WORK HISTORY WILL BE ACCEPTED.
Applications must include complete work history and references. A resume may accompany the state application but will not be substituted for any part of the application. False, misleading, or incomplete statements may result in disciplinary action and possible termination.
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 (888) 897-7781 or dhs.gov/e-verify.
When you work for the State of Arkansas, you have the unique opportunity to make a real difference in the lives of others through the delivery of critical services. Whether improving the lives of others through workforce development, critical infrastructure repair, foster care placement, emergency response, blockchain technology, or forestry preservation, state employees add significant value to the lives of all Arkansans.
