Customer Service Specialist

Customer Service Specialist

This position reports to the respective Program Specialist 3 within the designated program and supports the organization's mission by providing customer service by phone, chat, mail, email, and in person. This position additionally processes various filings and researches and applies rules, guidelines, statutes, and division requirements.

This job posting will be used to fill multiple vacancies.

Duties

Assists customers by phone, chat, email and/or via online filing system, in reviewing and processing various filings across the division. Tasks include:

• Independently responds to and resolves inquiries, complaints, and customer service issues via email, chat and phone.
• Provides customer service and assistance regarding forms, online processes, and other filing requirements for the division.
• Reviews documents (within the online filing system) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers via phone, chat, and email regarding documents filed and payments received.
• Prepares online documents for the program's database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.

Serves customers in person in reviewing and processing various fillings across the division. Tasks include:

• Reviews documents received in person (ex: originals, mail, front counter) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers in person regarding documents filed and payments received.
• Assists in receiving, sending and filing USPS mail.
• Prepares documents in person for the program's database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.
• Provides information to the public, registered entities, and federal, state, and local governmental organizations.

Miscellaneous tasks include:

• Performs other duties as assigned.
• Fills in for other Customer Service Specialist 2 vacancies and/or other business needs when needed.

Qualifications

Required qualifications:

• Two years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
• Ability to work with a high degree of accuracy and attention to detail.
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position.

Preferred/desired qualifications:

• Proficient in Spanish; reading, writing and verbal communication.
• Office/clerical experience including drafting and proofreading correspondence, filing, answering phones, and/or responding to email from internal and external customers.
• Experience applying knowledge or agency laws, regulations, and procedures in resolution of inquiries, complaints and problems while maintaining appropriate confidentiality.
• Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria.

Please read: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification. At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.

Supplemental Information

Working conditions: The incumbent will work primarily in an office environment with standard office equipment. This position requires sitting at a computer for long periods of time. The standard work hours are Monday-Friday from 8:00 AM to 5:00 PM but must be available to work a designated shift within the office core hours of 7am-6pm; some weekend work and occasional overtime may be required to address high volumes. The incumbent of this position will communicate information both verbally and written and primarily with external customers; works within a diverse, customer orientated group of people and communication styles, providing quality and productive customer service. The incumbent must represent the Office of the Secretary of State in a competent, confident, and professional manner. Strong customer service skills are a must for this position.

How to apply:

• To be considered for this position you must attach the following:
• Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
• Current resume
• Three professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must black out your social security number before attaching it to your application.

The Office of the Secretary of State is an equal opportunity employer (EOE). We do not discriminate on the basis of religion, age, gender, marital status, color, creed, national origin, political affiliation, military status, gender identity, sexual orientation, gender identity, or any sensory, mental or physical ability. All interested candidates are encouraged to apply. Persons of disability needing assistance in the application process, or those needing the announcement in alternative format, should call View phone number on click.appcast.io.