Call Center Specialist

Position Information Position Number: 22097859 County: Faulkner Posting End Date: October 21, 2026 This is an Extra Help, part time, position working at the Switchboard at the Conway Human Development Center. Shift:11pm - 7am Wednesday, Thursday and Friday Conway Human Development Center 150 E. Siebenmorgen Rd. Conway, AR 72032 The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others. Job Series: Administrative Support - Independent Classification: Call Center Specialist Class Code: PAS05I Pay Grade: SGS02 Salary Range: $35,610 - $52,703 Job Summary 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. Primary Responsibilities 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. Knowledge and Skills 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. Minimum Qualifications At least one year of experience in customer service, call center operations, or public service. Licensure/Certifications 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. #J-18808-Ljbffr