About the position The Family Services Specialist is a customer service eligibility specialist serving clients of Adult and Family Services. The role provides first-contact resolution for clients who conduct business through the virtual eligibility center or online platforms. Customer contact is handled primarily by phone, including incoming and outgoing calls. The position is located in McAlester, Oklahoma, and is designed for telework/work from home, subject to Agency Director approval. The employee must complete 120 days of in-person office training and be evaluated on performance before working from home full-time. Mandatory in-office training includes JumpSTARt Training at a regional training facility; travel and lodging for this training are paid. Additional travel is occasional.

Responsibilities

• Interview clients and process electronic applications and renewals for SNAP, Child Care, and Medical programs.
• Interpret and apply policies and procedures.
• Provide clear documentation of casework.
• Independently perform complex tasks.
• Provide first-contact resolution for clients using the virtual eligibility center or online platforms.
• Handle client contact primarily through incoming and outgoing phone calls.

Requirements

• Level I: Two years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; or an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience.
• Level II: A bachelor's degree; or an associate's degree plus two years of qualifying administrative support, recordkeeping, customer service, or client service experience; or an equivalent combination of education and experience, substituting one year of professional business, public sector, or social work experience for each year of the bachelor's degree; or two years of experience as a Family Services Specialist.
• Must possess a valid driver's license and maintain required car insurance.
• Must attend mandatory in-office training, including JumpSTARt Training at a regional training facility.
• Must complete 120 days of in-person office training and be evaluated on performance before working from home full-time.
• Must demonstrate customer service, flexibility, and organizational skills while working in a fast-paced environment.

Nice-to-haves

• Previous call center experience.

Benefits

• Full State Employee Benefits.

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