Information Specialist I (Entry-Level)

Title: Information Specialist I (Entry-Level)

Location: Remote

Salary: Commensurate with experience.

The Information Specialist I provides frontline customer support within a response center, handling routine inquiries and delivering accurate information related to programs, services, and resources. This role focuses on high-quality customer service and efficient resolution of standard requests.

Key Responsibilities

• Respond to Tier 1 inquiries via phone, email, web forms, and other communication channels.
• Provide information using established scripts, FAQs, and reference materials.
• Accurately document all customer interactions in CRM systems (e.g., ServiceNow).
• Identify and escalate complex or specialized inquiries to senior staff or appropriate personnel.
• Maintain familiarity with organizational programs, services, and resources.
• Assist customers in navigating systems, accessing resources, and understanding processes.
• Support order processing, information requests, and general assistance tasks.
• Ensure timely responses and adherence to service standards.
• Contribute to updates of FAQs and knowledge base content.
• Follow established procedures, protocols, and customer service guidelines.

Experience Requirements:

• Minimum 2 years of experience in customer service, information services, or related field.
• Basic familiarity with databases or CRM systems.
• Strong written and verbal communication.

Education Requirements:

Label: Associate’s degree or equivalent coursework required (Bachelor’s preferred).