Job Description

• 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;