Issue Resolution Specialist

Avid Systems in conjunction with the DC Department of Human Services is looking to bring on Issue Resolution Specialists to support the Summer EBT (Electronic Benefit Transfer) Call Center. This is short term contract position, which will run from: 5/13/2024 – 9/30/2024.

Location:

• The Issue Resolution Specialists will be working out of the DHS EBT Call Center located at: 645 H Street, NE, Washington DC, 20002
• The position is onsite five days a week

Shift: 9:00am – 5:00pm M-F

Duration:

• The contract will last for approximately 4.5 months from: 5/13/2024 to 9/30/2024.

Duties:

The Issue Resolution Specialist shall be responsible for responding to customer issues, including:

• Responding to webform tickets or alternative customer issue logs via dedicated database.
• Navigating multiple agency systems, databases, and equipment.
• Developing understanding of relevant agency policies, processes, and operations.
• Providing detailed documentation, data tracking, analysis, and communications.

The Issue Resolution Specialist shall be responsible for case management and analysis, including:

• Developing robust understanding of customer needs through available data, documentation, and through direct client interaction.
• Applying problem-solving, critical thinking, and judgement to identify impediments and resolve complex customer issues, escalating case issues as appropriate.
• Developing documentation trail, including notes and case updates, in a thorough and comprehensible manner.

The Issue Resolution Specialist shall be responsible for communicating resolutions to customers, including:

• Making outgoing calls to District residents to collect required information, understand customer issues, and communicate case outcomes, representing DHS courteously and professionally.
• Connecting with District residents via the Language Line resource, as appropriate, to ensure issue resolutions are completed equitably and communicated effectively.

The Issue Resolution Specialist shall be responsible for light data analysis and special projects as assigned.

Skills/Qualifications:

• High school diploma or GED plus 3-5 years of relevant experience
• Experience working in a case management or customer service-focused environment.
• Excellent problem-solving, communications, and attention to detail.
• Excellent judgement and discretion, adhering to policies for safe keeping of customer information and privacy.
• Ability to learn and apply policies and processes inherent to administration of programs or services.
• Ability to identify residents’ needs, clarify information, research resident issues.

Job Types: Full-time, Contract, Temporary, Seasonal

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Experience:

• Issue Resolution / Customer Service: 3 years (Required)
• Case Management or Customer Service-focused: 3 years (Required)

Ability to Relocate:

• Washington, DC 20002: Relocate before starting work (Required)

Work Location: In person