HSE Services Representative

The purpose of this position is to provide support to constituents, including education administrators and staff, community members, education partners, and the families of Arizona students. This customer service position will be responsible for providing research-based technical assistance and information to stakeholders and the public on adult education classes and introduce the three alternative pathways for earning a high school equivalency diploma. The primary duties for this position include the following: - Responsible for the dissemination and distribution of adult education public information materials, such as testing center locations, Adult Education program locations, flyers, brochures, publications, and newsletters. - Responsible for the development and maintenance of accurate and complete databases that documents and track the dissemination of public information and for providing administrative support to adult education program managers and specialists as needed. - Responds to requests received by mail, e-mail, fax, telephone, and face to face for high school equivalency transcripts, verifications, access codes, and other client-related issues. Handles and responds to complex and confidential high school equivalency questions involving issues pertaining to Federal and State law and regulation. - Transfers hard copy student testing records into digital files through scanning and accurately adding a standard nomenclature. Receives returned HSE Diplomas that are undeliverable by the US Post Office, contacts the client and notes the client account, logs the item in our returned HSE Diploma database and files accordingly. - Responds to requests received by telephone, and e-mail, for Adult Education classes offered by locally contracted Adult Education programs and other client-related issues. Handles and responds to complex Adult Education questions involving issues pertaining to Federal and State law and regulation. - Reviews, analyzes, and responds to client questions received in the adult education and high school equivalency inboxes. Maintains a strong line of communication with manager and team members. Provides coverage for incoming calls, emails and daily delivered USPS mail. - Collaborates to maintain and update the location of forms used to request transcripts, access codes and verification of education. Provides guidance to the Adult Education web page to view information and details for the three alternative pathways to earn a high school equivalency diploma, public information, guidelines, and procedures. - Supports Adult Education Services program managers and specialists as needed in preparing materials for Adult Education conferences and training events. Coordinates special projects. - Introduces urgent or escalated issues to manager, opens HSE STARS operation issue tickets with our vendor and follows up with customers to provide updates and resolution. Located at the agencys South campus and on the same building and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site

Requirements

This is a full-time in-office position and requires candidate to be in-office Monday through Friday, from 8AM through 4:30PM, except State holidays. Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Customer Service: Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures. Communication: Excellent business-professional verbal, interpersonal, and written communication skills, including active listening. Office skills: Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality, data entry and records maintenance. Other: Ability to follow documented and measured procedures, to adapt to changing priorities, to organize and utilize time well, to prioritize and manage multiple assignments, to work independently and as part of an effective team, and to support event planning preparation

Skills Preferred

Phone: CISCO Finesse and CISCO Jabber multi-line experience. Language: Bi-lingual Spanish/English speaker preferred.

Experience Required

Minimum understanding of adult education and high school equivalency programs.

Education Required

High school, HSE diploma, or equivalent, or higher.

This is a full-time in-office position and requires candidate to be in-office Monday through Friday, from 8AM through 4:30PM, except State holidays. Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Customer Service: Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures. Communication: Excellent business-professional verbal, interpersonal, and written communication skills, including active listening. Office skills: Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality, data entry and records maintenance. Other: Ability to follow documented and measured procedures, to adapt to changing priorities, to organize and utilize time well, to prioritize and manage multiple assignments, to work independently and as part of an effective team, and to support event planning preparation Skills Preferred Phone: CISCO Finesse and CISCO Jabber multi-line experience. Language: Bi-lingual Spanish/English speaker preferred. Experience Required Minimum understanding of adult education and high school equivalency programs. Education Required High school, HSE diploma, or equivalent, or higher.