Job Description & 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.
Qualifications
MINIMUM QUALIFICATIONS: At least 2 years of experience in a call center environment. PREFERRED QUALIFICATIONS: Previous customer service experience in a high-volume setting. EDUCATIONAL REQUIREMENTS: High school diploma or equivalent.
Salary:
$20/HR
Contact:
Employer: Secretary of State, Georgia
Location: Virtual position
Link: https://careers.georgia.gov/jobs/part-time-virtual-customer-service-specialist-59842