esa call center specialist

1 week ago

Phoenix, Arizona, United States Arizona Official Website of State of Arizona Full time

Job Summary:


• These positions are responsible for handling inbound calls, addressing HelpDesk tickets, managing email inquiries, and providing comprehensive assistance on general ESA program inquiries.

• In-state travel may be required for this position.

Candidates should apply with an ability and willingness to work in-office five days per week.

Job Duties:


• Answer inbound calls, HelpDesk tickets, and email inquiries related to the ESA program

• Provide thorough and comprehensive assistance for general program inquiries

• Accurately document account interactions and maintain detailed records

• Responsible for researching and applying all related ESA policies and procedures, statutes, related rules, and escalating concerns when necessary

• Collaborate on special projects as assigned

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Customer service principles and practices

• Proficient understanding of call center technology and software

• Applicants must have experience with high volume customer service.

Skills in:

• Utilizing critical thinking skills and logical reasoning to gather pertinent information

• Strong organizational skills with attention to detail

• Exceptional verbal and written communication

• Active listening and problem-solving

• Multi-task and prioritize responsibilities in a fast-paced environment

• Proficiency in documentation and record-keeping

• Proficient in Microsoft Office suite, specifically Outlook and MS Teams

Ability to:

• Multi-task and thrive in a fast-paced, performance-driven environment with a high level of accuracy

• Work independently

• Conduct thorough research and implement ESA policies, procedures, and regulatory guidelines

• Communicate and engage with others in a considerate and respectful manner.

• Effectively answer inbound calls, HelpDesk tickets, and email inquiries promptly

• Capability to collaborate with team members and efficiently direct calls to appropriate personnel

• Identify and escalate notable concerns or issues

• Occasionally participate in special projects and initiatives

Selective Preference(s):


• Preference will be given to those applicants with an associate's degree or higher, and/or who have knowledge of the ESA program (statutes, rules, and regulations), and/or are bilingual in Spanish.

Pre-Employment Requirements:


• Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply:

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The State of Arizona provides an excellent comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans

• Top-ranked retirement and long-term disability plans

• Ten paid holidays per year

• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

• Sick time accrued at 3.70 hours bi-weekly

• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

• Deferred compensation plan

• Wellness plans

Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our

Retirement:

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and effective date.

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