About the Role:

We are seeking a highly motivated and detail-oriented Call Center Agent to support our Freedom of Information Act (FOIA) request operations. This role involves direct communication with government agencies via outbound and inbound calls, managing email correspondence, and providing high-touch support for unique or complex FOIA requests. The ideal candidate will be organized, customer-service focused, and capable of handling sensitive or nuanced inquiries with professionalism and discretion.

Shift: Days, Monday - Friday.

Key Responsibilities:

• Outbound Calls: Proactively contact government agencies to follow up on outstanding FOIA requests, confirm receipt, clarify details, and obtain updates on request status.

• Inbound Calls: Answer incoming calls from agencies, respond to inquiries, and provide timely and accurate information related to FOIA requests.

• Email Management: Monitor and respond to multiple FOIA-related email inboxes, ensuring all communications are tracked, prioritized, and addressed appropriately.

• Request Tracking: Accurately document all communication and updates in internal tracking systems to maintain up-to-date status and audit trails for each FOIA request.

• High-Touch Request Support: Collaborate with internal teams to manage unique or complex FOIA requests that require tailored, customer-centric attention and follow-up.

• Process Improvement: Identify and suggest opportunities for improving workflows, templates, and communication strategies related to FOIA request processing.

• Escalation Support: File and track formal complaints and escalations when agencies fail to comply with FOIA laws, ensuring accountability and adherence to statutory requirements

Qualifications:

• Previous experience in a high volume call center.

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to manage multiple tasks and priorities in a fast-paced environment.

• Computer proficiency, especially adaptation to learn and navigate new software tools.

• Experience handling sensitive or confidential information with discretion.

• Knowledge of the FOIA process is a plus, but not required.

What We Offer:

• Competitive salary and benefits package.

• Training and support to ensure success in the role.

• Opportunity to work on meaningful public transparency initiatives.

• Collaborative and mission-driven team environment.

About Starbridge:

Inefficient spending in local government, especially in critical areas like health, education, infrastructure, and safety have a deep impact on communities. At Starbridge, we believe the root of inefficiency lies in barriers that prevent private businesses from effectively collaborating with agencies & schools. This leads to overspending on outdated technologies and internal processes, slowing innovation and costing taxpayers money.

Starbridge is the bridge between business and government. Our AI-powered platform empowers businesses to secure state, local government & education sector contracts efficiently, helping governments solve problems faster and more effectively.