Position Summary:
The Part-Time Virtual Customer Service Specialist will assist customers calling into the Secretary of State Call Center. 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:  None 
    • This position operates under direct supervision, with performance expectations outlined in the training process

  • 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.

  • This is a Part-Time Virtual position with working hours from 10:00 AM to 3:00 PM (5 hours per day) Monday through Friday (25 hours per week), offering the opportunity to provide exceptional customer service while working within a supportive team environment.