Help Desk Coordinator Intermediate

Role : IN-IDOE Help Desk Coordinator / Intermediate

Location : Indiana Department of Education 100 N. Senate Ave., Indianapolis, IN 46204

Work Arrangement : Hybrid - 3 days onsite per week - local candidates only

Only local candidates to Indianapolis

This is a short-term engagement through 8 / 30 / 2024.

This position will be instrumental in the administration of a new human-centered federal government benefit program.

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 high-profile 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.

Skill Matrix :

• Non-IT 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
• Self-directed- Required
30+ days ago