Job Posting Title

Call Center Specialist

Agency

455 OK MEDICAL MARIJUANA AUTHORITY

Supervisory Organization

455 OK Medical Marijuana Authority

Job Posting End Date (Continuous if Blank)

March 17, 2025

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Up to $50,000 annually based on education and experience.

Job Description

Basic Purpose

The Call Center Specialist assists the Oklahoma Medical Marijuana Authority (OMMA) by providing advanced customer service through OMMA’s Call Center. Call Center Specialists will receive specialized training in one of three functional program areas of OMMA to better serve callers. 

Typical Functions

• Effectively handles a large volume of incoming and outgoing calls within specified time constraints, providing precise and satisfactory responses to inquiries and/or concerns. 

• Assists callers by troubleshooting tasks, navigating the OMMA website and licensing portal, and providing relevant updates on licensee information and status.  

• Identifies customer inquiries and/or concerns, clarifies details, conducts thorough research on every issue, and proposes appropriate solutions or alternatives when applicable. 

• Employs de-escalation techniques to address issues with dissatisfied customers, demonstrating patience and support.  

• Collaborates with OMMA employees, including Call Center, to deliver exceptional customer service and provide callers with prompt, accurate information.  

• Utilizes chat platforms to access established responses while operating within defined job responsibilities.  

• Adheres to communication protocols when addressing various topics, exercises sound judgment in line with established FAQs and approved procedures.  

• Contributes to FAQ development by identifying emerging trends and actively participates in training sessions to stay updated on FAQs. 

• Achieves individual performance standards by meeting qualitative and quantitative objectives.  

• Other duties as assigned. 

Knowledge, Skills, Abilities and Competencies

Knowledge, Skills, and Abilities required at this level include knowledge of spelling, punctuation, and business English; business mathematics; of modern office methods and procedures; the maintenance of complex records; and the major policies and procedures governing assigned programs.

Ability is required to establish and maintain effective working relationships with others; perform confidential work and maintain confidentiality; interpret and complete routine matters according to agency policies and procedures; and follow oral and written instructions.

Education and Experience

Education and Experience requirements at this level consist of a bachelor’s degree or four years of technical clerical, administrative, secretarial, or general office work; or an equivalent combination of education and experience.

Preferred Qualifications