If you are inspired to make a difference and enjoy working in a collaborative team environment, then this position may be for you! The Secretary of State (SOS), Management Services Division is recruiting to fill a permanent, full-time, Program Technician II position to work in the Safe at Home (SAH) program; a program that allows victims of domestic violence, stalking, sexual assault, human trafficking, child abduction, and elder/dependent adult abuse, and their household members and minor children to utilize a confidential mail forwarding service to maintain their safety and privacy. The program also serves reproductive and gender-affirming health care providers, employees, volunteers and patients, and public entity employees and contractors who are in fear for their safety. This position is located in downtown Sacramento near a Light Rail stop. There are several restaurants within walking distance of the office.
Under direct supervision of the Safe at Home Operations Unit Manager (Supervisor I), the position plays a crucial role in supporting the program's participant enrollment, mail processing, and customer service functions, with a focus on maintaining confidentiality and accuracy in all tasks. Incumbent is responsible for supporting all aspects of the SAH program enrollment, including: independently reviewing and evaluating all incoming application materials to ensure applications meet the eligibility requirements; entering all new applicant data in the SAH database; scanning all application documents into SAH database; preparing new participant files; and participant packets. The incumbent is responsible for receiving, distributing, forwarding, and tracking SAH incoming mail, and working with the mail team to ensure that all mail is processed in a timely and accurate manner. The incumbent will participate in the program's call center rotation, where the primary responsibility is to answer both public and internal telephone calls. The job requires regular monitoring of the program's voicemail and email inbox, responding to messages, and directing them to the relevant staff members.
Desirable Qualifications: In addition to evaluating each candidate’s relative ability as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
• Experience in customer service roles with an emphasis on strong verbal and written communication skills.
• Experience utilizing databases and completing data entry.
• Ability to handle and document interactions with the public, make routine database entries, and handle sensitive information with accuracy and confidentiality.
• Proficiency in drafting sensitive correspondence, including letters, memos, and emails, as well as experience with basic office tasks like sorting mail and operating in a call center environment.
• Ability to maintain excellent organization, specifically in working with multiple priorities and/or a complex workload.
• Experience working with populations afflicted by life events and ability to empathize.
• Experience working collaboratively in a team environment, participating in meetings, and contributing to the overall success of the program.
• Experience with technology, including computer programs and databases, and responding to messages via voicemail and email.
Supplemental Questionnaire: Applicants must submit a Supplemental Questionnaire responding to the questions listed below, it should be no more than one (1) page typed, using business professional font, font size and formatting. Responses do not need to include the question but must be numbered in the same order. Applications that do not follow the directions as identified above, provide incomplete responses, or do not submit a Supplemental Questionnaire will not be considered.
1. Describe a specific instance from your previous roles where you provided exceptional customer service. Outline how you effectively handled inquiries, fulfilled requests, and/or addressed concerns to ensure a positive experience for stakeholders. Detail the steps you took to deliver outstanding customer service in this situation.
You will find additional information about the job in the Duty Statement.
