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Job Title: Help Desk Coordinator/Intermediate
Location: Indianapolis IN 46204 (Hybrid 3 Days/Week ONSITE)
Duration: 12 Month Contract with possibility to extension
Job Description:
The top responsibilities will include application processing customer service interaction and case management. The ideal candidate will be able to quickly learn how to process applications while following USDA guidelines effectively and compassionately communicate (through the phone or via email) to schools and households and maintain household cases in a database to ensure benefits are accurately issued.
Understand eligibility guidelines and the application approval process
Efficiently review and process applications
Investigate flagged applications and follow up with households or schools as necessary
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.
NonIT help desk experience
Required
3
Years
Strong customer service experience
Required
2
Years
Accuracy in data entry
Required
Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels
Required
Excellent organizational and time management skills
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
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