• Provide outstanding customer service and technical assistance to families who receive social services across the state • Provide accurate information about eligible benefits • Answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary • Assess eligibility by reviewing client information against established program requirements • Research inquiries using available resources • Manage multiple tasks simultaneously, remaining calm under pressure during peak call volumes or challenging interactions • Escalate complex or high-priority cases to management or specialized teams • Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system • Collect and evaluate relevant data to resolve complaints or inquiries • Monitor and report emerging trends or recurring issues in customer calls to inform process improvements • Conduct outbound outreach to families or individuals when required • Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs

• Provide outstanding customer service and technical assistance to families receiving social services • Provide accurate information about eligible benefits • Answer questions and inquiries • Troubleshoot issues and document case notes • Escalate inquiries when necessary • Assess eligibility by reviewing client information against established program requirements • Research inquiries using available resources • Manage multiple tasks simultaneously • Apply effective de-escalation techniques • Escalate complex or high-priority cases to management or specialized teams • Conduct thorough follow-ups and provide detailed documentation • Accurately document call notes, reports, and updates in the CRM system • Monitor and report emerging trends or recurring issues • Conduct outbound outreach to families or individuals when required • Collaborate with internal departments to manage administrative tasks

• Supervise and manage the daily operations of the call center staff, including reviewing employee performance • Ensure all calls are handled professionally, accurately, and promptly, in accordance with company standards • Provide continuous training and coaching to staff, developing and maintaining training materials and procedures • Participate in the recruitment and selection process for all direct reports • Manage performance reporting and documentation for direct reports, ensuring all necessary records are maintained • Monitor calls for quality assurance purposes, providing feedback and coaching to ensure optimal performance and identify areas for improvement • Oversee ongoing training initiatives and ensure the quality of all training efforts, including maintaining an up-to-date resource manual • Proactively create and deliver reports and presentations for program leadership, partners, and clients • Assist with queue management and handle calls or case escalations as needed to meet service level or call center senior leadership requirements • Perform various administrative and operational duties as assigned by Senior Call Center Management • Evaluate employee performance regularly and recommend actions, including disciplinary measures or performance improvement plans when necessary • Contributes to team effort by completing other projects and tasks as assigned

• Provide outstanding customer service and technical assistance to families accessing social services • Organize, direct, and oversee Call Center activities and staff • Maintain knowledge of program eligibility guidelines, benefits, and resources • Act as the first point of contact for agent support, providing technical assistance and de-escalating calls • Prepare, collect, and analyze reports for client use • Support queue management by monitoring incoming calls and assisting as needed • Conduct outbound outreach to families and individuals as required