Contact Center Agent
- Adhere to the Privacy Act as it relates to the confidentiality of information gathered and released;
- Continually maintain up-to-date knowledge of The Illinois Secretary of State regulations and policies;
- Answer inbound appointment requests for The Illinois Secretary of State;
- Redirect or transfer customers to additional Illinois State services utilizing established resources;
- Utilize centralized scheduling system for Illinois residents seeking appointments at various Illinois Drivers Service Facilities;
- Ability to empathize with customers and prioritize needs;
- Gather information from customer and other resources as needed for problem-solving and resolution;
- Navigate between systems and utilize all tools available to assist and service customers;
- Will be required to complete program training, as warranted, and successfully implement that
- Knowledge in day-to-day operations;
- Any other duties as deemed necessary by supervisor.
- High School diploma or equivalent required;
- Must be able to speak English clearly and professionally;
- 1 to 2 years contact center experience preferred;
- 1 to 2 years customer service experience required;
- Bilingual English/Spanish a plus;
- Must have intermediate computer skills and the ability to navigate through multiple data screens;
- Must have excellent communication skills and be able to multi-task;
- 10 days paid vacation
- 12 paid holidays
- 6 sick days accrued over the year
- Insurance Eligibility the 1st of the month after 30 days of employment
- Medical (~65% covered by the Chicago Lighthouse), dental and vision insurance offered
- Short/long term disability
- Life insurance 2x salary
- Employee recognition events
- Company matched 401(k) plan
- Reasonably priced delicious food options on site (except at Glenview location)
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