Under the general supervision of the Call Center Supervisor, the Call Center Specialist I provides direct support to the SOS Call Center operations. 

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Assist with ensuring satisfaction of agreed-upon metrics as determined by the Call Center Manager.
• Assist with routine, complex and escalated calls and maintain updated records of the same.
• To utilize the system and recognize the need to act with a sense of urgency.
• Identify and alert appropriate points of contact regarding recurring technological or administrative issues.
• Ensure weekly phone calls are achieved by meeting goals to include AHT as assigned on the phone, within our policies and procedures and leading by examples through your call metrics.
• Serve as initial point of telephone contact for calls received in the Secretary of State Call Center.
• Provide friendly and knowledgeable customer service in an informative and efficient manner. 
• Maintain updated knowledge of all SOS policies and procedures as well as SOS division-specific subject matter when providing assistance to customers.
• Access available, approved resources to aid in provide superior customer service.
• Ensure that the expected goals and metrics are achieved.
• Identify and alert appropriate points of contact regarding recurring technological or administrative issues.
• Accurately document and update records to reflect communications with customers.
• Perform other related duties as assigned.
• SUPERVISION REQUIREMENTS:   None

  MINIMUM QUALIFICATIONS:   One (1) year of call center experience.

  PREFERRED QUALIFICATIONS:

  EDUCATIONAL REQUIREMENTS:  High School Diploma or recognized equivalent.