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Help Desk Coordinator/intermediate

1 month ago

Indianapolis, Indiana, United States GS1 Consulting Full time
This position will be instrumental in the administration of a new human-centered federal government benefit program.

  • Maintain a variety of files, update case files as new material is collected, ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy
  • Work with leadership to resolve escalated customer concerns and system problems
  • Provide courteous, timely, and accurate frontline customer service interactions and information.
  • Greet customers and provide guidance, information, and direction to customer inquiries in a polite and courteous manner.
  • Track customer interactions and inquiries and generate reports for management
  • Escalate complex or highprofile customer inquiries to supervisor for review and evaluation
  • Research information in order to provide answers to customer inquiries
  • Answer inquiries over the telephone or in person concerning regulations or procedures
  • Receive and prepare replies to routine correspondence
  • Operate office machines related to specific area of work
  • Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines. (this could replace the second bullet point below)
  • Examine data matches to find inconsistent and/or duplicated data.
  • Keep current on all changes in rules, regulations, and guidelines regarding the Summer EBT program.
  • Makes recommendations to assistant director about procedures and methods to improve efficiency and effectiveness.

Job Types:
Full-time, Contract

Pay:
$24.31 per hour

Schedule:

  • 8 hour shift

Application Question(s):

  • Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels / Required.
  • Ability to deal with confrontational situations / Required.
  • Excellent oral and written communication skills / Required.
  • Ability to work as a member of a team / Required.
  • Proficient in Microsoft Office and Google Drive / Required.
  • Basic math and accounting skills / Required.
  • Selfdirected / Required.
  • This is a shortterm engagement through 8/30/2024. Do you accept ?

Experience:

  • Non-IT help desk: 3 years (required)
  • Strong customer service: 2 years (required)
  • Excellent organizational and time management skills: 1 year (required)

Work Location:
Hybrid remote in Indianapolis, IN 46204

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