What are the responsibilities and job description for the Call Center Specialist III, IV & V position at Starks Industries?
SUMMARY
The Call Center Specialist serves as the initial point of contact for applicants, survivors, and public safety agencies engaging with the Public Safety Officers’ Benefits (PSOB) Program. This role is critical for delivering respectful, compassionate, and professional customer service. Specialists ensure that all inquiries related to death, disability, and educational benefits are handled efficiently, accurately, and with sensitivity. The position operates in a fast-paced, high-volume environment requiring exceptional organizational and communication skills.
KEY DUTIES and RESPONSIBILITIES:
- Operate the Bureau of Justice Assistance (BJA) PSOB toll-free customer call center during business hours (8:00 AM – 5:00 PM ET, Monday through Friday).
- Answer incoming calls, provide accurate general PSOB information, and forward specific queries to appropriate PSOB staff as needed.
- Respond to all inquiries with professionalism, empathy, and clear communication.
- Log each call in the PSOB 2.0 Portal on the same day or the next day, including details such as date, time, and whether the caller was reached, or a voicemail was left.
- Maintain an Excel-based call log documenting general information about calls received and their resolution.
- Capture and process critical data related to PSOB applications in the PSOB case management system.
- Track and distribute all incoming mail (electronic and physical) related to the PSOB Program.
- Archive closed cases following established protocols in both physical and digital systems.
- Perform proactive customer service, including outreach to survivors and agencies to confirm receipt of applications or to follow up on incomplete submissions.
- Assist with mail merge correspondence and other clerical tasks as necessary.
- Provide respectful and compassionate assistance when interacting with survivors, injured officers, and public safety agencies regarding federal benefits.
- Handle high-stress, sensitive situations with professionalism and care, ensuring the caller’s needs are prioritized.
- Ensure that the call center is staffed appropriately to handle high call volumes and maintain a high standard of customer service.
- Adhere to PSOB protocols for handling inquiries, data entry, and correspondence.
- Perform non-inherent governmental tasks, such as scanning documents and preparing reports.
- Assist with special projects or additional tasks as directed by the Project Manager.
EXPERIENCE and/or EDUCATION:
- Associate’s degree or two (2) or more years of higher education from an accredited institution.
- Level III: Four (4) years of customer service experience or two (2) years of benefits/claims specific experience in a customer service environment.
- Level IV: Four (4) years of benefits/claims specific experience in a customer service environment.
- Level V: Five (5) years of benefits/claims specific experience in a customer service environment.
KNOWLEDGE, SKILLS and ABILITIES:
- Strong verbal and written communication skills.
- Ability to manage a high volume of calls efficiently and accurately.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) especially in Excel.
- Familiarity with data entry and case management systems.
- Empathy and sensitivity in handling calls related to tragic or stressful situations.
- Attention to detail and accuracy in logging and tracking call data.
Salary : $23 - $34
