Information Specialist III (Senior-Level)
Information Specialist III SeniorLevel - Careers At Technical Solutions and Maintenance, Inc.
Technical Solutions and Maintenance, Inc.
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Back To OpeningsInformation Specialist III (Senior-Level)
Location: START YOUR APPLICATIONTitle: Information Specialist III (Senior-Level)
Location: Remote
Salary: Commensurate with experience.
Job Description
The Information Specialist III serves as a senior-level professional responsible for delivering expert information services within a multi-channel response center environment. This role handles complex and sensitive inquiries related to justice programs, funding opportunities, and public resources, while ensuring high-quality customer service and knowledge management support.
Key Responsibilities
- Serve as a subject matter expert on organizational programs, services, and funding opportunities.
- Handle Tier 2 and Tier 3 inquiries, including complex or escalated customer requests requiring research, analysis, and coordination.
- Provide accurate, timely responses across multiple communication channels (phone, email, web forms, mail, etc.).
- Utilize customer relationship management systems (e.g., ServiceNow) to document interactions, track cases, and maintain knowledge bases.
- Collaborate with internal stakeholders to resolve inquiries requiring policy, technical, or programmatic expertise.
- Support development and continuous improvement of FAQs, scripts, and knowledge resources.
- Monitor trends in inquiries and recommend improvements to services, communications, and program guidance.
- Assist in training and mentoring junior staff.
- Ensure compliance with accessibility standards (e.g., Section 508) and customer service best practices.
- Support surge operations during high-demand periods (e.g., funding announcements).
- Participate in meetings with leadership to provide insights on customer needs, common issues, and process improvements.
- Ensure service delivery meets performance, quality, and customer satisfaction standards.
Experience Requirements
- Minimum 5 years of progressively responsible experience in information services, research, or customer support.
- Experience handling complex inquiries and working with CRM or knowledge management systems.
- Strong written and verbal communication
Education Requirements
- Bachelor�s degree in information science, library science, criminal justice, public administration, communications, or related field.
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