Information Specialist III (Senior-Level)

Title: 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.