OMMA Call Center Specialist

Recruitment #220524-E55A-06

Introduction

Oklahoma Medical Marijuana Authority (OMMA) is a fast-paced, rapidly growing agency that is charged with regulating and licensing the medical marijuana industry in Oklahoma.

OMMA will become a standalone state agency, separating from the Oklahoma State Health Department (OSDH) as of November 1, 2022. This change is per SB1543, which was signed by Governor Kevin Stitt on May 11, 2022.

Every position at OMMA brings an opportunity to build out new policies and procedures using innovative and creative problem-solving. With any opportunity, challenges rear their heads. Candidates must be willing to apply critical thinking and problem-solving skills to tackle challenges in order to succeed at OMMA. We are an agency that will not settle for status quo or complacency. Candidates must be willing to work hard to help OMMA be the best at what we are entrusted to do.

If this sounds like a challenge you are willing to take on, we look forward to reviewing your application!

OMMA is seeking a full time OMMA Call Center Specialist providing support to OMMA. This is a state employee governed by the Civil Service Rules, in state government located in Oklahoma City, Oklahoma. OSDH offers a comprehensive Benefits packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents. For more information about the benefit allowance, follow this link  Plan Year 2022. The annual salary for this position is up to $40,000.00 based on education and experience.

Position Summary:
The Call Center Specialist assists the Oklahoma Medical Marijuana Authority (OMMA) by providing advanced customer service and support to people calling into the OMMA’s Call Center. Call Center Specialists will receive specialized training in one of four functional program areas of OMMA to better serve callers.

Position Responsibilities /Essential Functions:
•Take customer calls and provide accurate, satisfactory answers to their questions and/or concerns.
•De-escalate situations involving dissatisfied customers, offering patient assistance and support.
•Guide callers through troubleshooting activities or assist them with navigating the OMMA website and licensing portal.
•Review licensee information, providing updates and information about their current status.
•Collaborate with other OMMA employees, including Call Center staff, to improve customer service and provide timely, accurate information to callers.
•Provide excellent customer service to internal and external customers.
Assist with various other tasks.

Other Duties:
•Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.
•Works effectively in a team environment and assists their peers.

Valued Knowledge, Skills and Abilities
Knowledge – Background information pertaining to Oklahoma’s medical marijuana program; familiarity with OMMA’s licensing software (Thentia) and call software (CXone) is a plus.

Skills – Written and verbal communication, organization and time management, Microsoft Office suite, soft skills necessary for call center employees, including but not limited to active listening, rapport-building, patient and empathetic attitude, and de-escalation techniques. 

Abilities – Multitask while using the computer to type, talking to customers on the phone and switching between systems during the call. Ability to adapt to frequent change and work under pressure.

Physical Demands and Work Environment:
This position is set in an office environment and is computer-based.

 

MINIMUM QUALIFICATIONS

•Qualified applicants will possess two years of experience in customer service working with the general public. Preferred applicants will possess at least one year of experience working in a call center environment or the Oklahoma medical marijuana industry.
•Working knowledge of Microsoft Office
•Tech savvy with knowledge of telephone equipment and relevant computer programs, including CXone.
•A results-oriented approach and growth mindset are critical
•Experience working within a team-based environment

NOTES

REQUIREMENTS:
If education, certification or licensure is required to meet qualifications, applicants must provide documentation at the time of interview.

All applicants are subject to a background check and must be legally authorized to work in the United States without visa sponsorship.

FOR ADDITIONAL INFORMATION ABOUT WORKING AT THE OKLAHOMA STATE DEPARTMENT OF HEALTH CLICK HERE

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.