This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.

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 report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to handling inbound calls, addressing help desk tickets, managing email inquiries, providing comprehensive assistance on the general program inquiries.

Answer inbound calls, Helpdesk tickets, and email inquiries related to the agency 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 program policies and procedures, statues, and related rules, and escalating concerns when necessary.

Collaborate on special project as assigned Located at the agency's South campus, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual.

Skills Required:
High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office applications and Windows (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines

Customer service principles and practices

Proficient understanding of call center technology and software

Applicants must have experience with high volume customer service.

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

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

Work independently.

Conduct thorough research and implement program 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

Skills Preferred:
Phone: CISCO Finesse and multi-line experience.

Language- Bilingual (Spanish fluent, speaking/reading/writing).

Experience Required:
Minimum of one year experience in assisting customers in a call center setting.

Experience Preferred:
Prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.

Job Type: Contract

Benefits:

• Paid time off

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)
• CISCO Finesse or CISCO Jabber: 2 years (Required)
• Bilingual: 2 years (Required)
• Automated call management: 2 years (Required)

Work Location: On the road