Call Center Rep-State Board of Elections

Hiring Call Center Representatives to support a high-volume customer service program for the State Board of Elections (SBE). Representatives will assist members of the public by answering questions, providing accurate information, documenting interactions, and helping callers navigate election-related services and resources.

This is an excellent opportunity for individuals who enjoy helping people, communicate clearly, and can remain professional and patient while handling a busy call environment.

Key Responsibilities

• Answer incoming calls from members of the public in a professional and courteous manner.
• Provide accurate information regarding State Board of Elections services, procedures, and resources using approved information and call-handling guidelines.
• Listen carefully to callers, identify their needs, and provide appropriate assistance.
• Research information using computer systems, online resources, and established reference materials.
• Accurately document calls, questions, and resolutions in the designated system.
• Escalate questions or issues that require additional assistance according to established procedures.
• Protect confidential and sensitive information and follow all applicable policies and procedures.
• Maintain a professional, patient, and helpful demeanor, including when assisting frustrated or upset callers.
• Meet established standards for attendance, call quality, productivity, accuracy, and customer service.
• Follow scripts, procedures, quality standards, and supervisor instructions.
• Participate in required training prior to beginning customer calls.
• Perform other related customer service and administrative duties as assigned.

Qualifications

• Previous call center, customer service, contact center, or public-facing experience preferred.
• Strong verbal and written communication skills.
• Ability to listen carefully and communicate information clearly and accurately.
• Comfortable using computers and navigating multiple screens or applications.
• Strong attention to detail and ability to accurately enter information while speaking with callers.
• Ability to learn and retain detailed procedures and information.
• Professional, dependable, and reliable.
• Ability to remain calm and courteous in a fast-paced environment.
• Strong problem-solving and customer service skills.
• Ability to maintain confidentiality and follow established procedures.