Family Services Specialist I/II
About the role
This position is located in Claremore, Oklahoma. It is a customer service eligibility specialist role providing world‑class service to clients of Adult and Family Services. The role is designed for telework/work from home, but the employee will complete mandatory in‑office training (including JumpSTARt Training at a regional facility, with travel and lodging paid) and work on‑site for the first 120 days before being evaluated for full‑time telework. All telework arrangements are subject to Agency Director approval. Travel is occasional, and a valid driver’s license with required car insurance must be maintained. In‑person training will be provided.
Responsibilities
- Interviewing, processing electronic applications, and renewals for all AFS programs (SNAP, CHILD CARE, and MEDICAL)
- Interpreting and applying policy and procedures
- Providing clear documentation of casework
- Independently performing complex tasks
- Providing first‑contact resolution for clients who prefer the virtual eligibility center or online platforms
- Handling all customer contact primarily via phone (incoming and outgoing calls)
- Demonstrating customer service, flexibility, and organizational skills in a fast‑paced environment
Qualifications
Level I: Two (2) 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 thirty semester hours of college for each year of the required experience.
Level II: A bachelor’s degree; or an associate’s degree plus two (2) 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 one (1) year of experience in professional business, public sector, or social work environment for each year of the bachelor’s degree; or two (2) years of experience as a Family Services Specialist.
Preferences
Preference may be given to applicants with previous call center experience.
Benefits
Full State Employee Benefits.
Pay
Level I H14A: $37,440.00 + Full State Employee Benefits
Level II H14B: $40,248.00 + Full State Employee Benefits