Help desk

The topresponsibilities will include application processing customerservice interaction and case management. The ideal candidate willbe able to quickly learn how to process applications whilefollowing USDA guidelines effectively and compassionatelycommunicate (through the phone or via email) to schools andhouseholds and maintain household cases in a database to ensurebenefits are accurately issued.

Understand eligibility guidelinesand the application approval process

Efficiently review and processapplications

Investigate flagged applicationsand follow up with households or schools asnecessary

Maintain a variety of filesupdate case files as new material is collected ensure thatinformation is organized and that all necessary case documentationis retained in compliance with the record retentionpolicy

Work with leadership to resolveescalated customer concerns and systemproblems

Provide courteous timely andaccurate frontline customer service interactions and information.

Greet customers and provideguidance information and direction to customer inquiries in apolite and courteous manner.

Track customer interactions andinquiries and generate reports formanagement

Escalate complex or highprofilecustomer inquiries to supervisor for review andevaluation

Research information in order toprovide answers to customerinquiries

Answer inquiries over thetelephone or in person concerning regulations or procedures

Receive and prepare replies toroutine correspondence

Operate office machines relatedto specific area of work

Make an eligibility determinationfor appropriate benefits and waiver programs in compliance withstate and federal rules regulations and guidelines.

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Examine data matches to findinconsistent and / or duplicated data.

Keep current on all changes inrules regulations and guidelines regarding the Summer EBT program.

Makes recommendations toassistant director about procedures and methods to improveefficiency and effectiveness.

Skill

Required / Desired

Amount

ofExperience

NonIThelp deskexperience

Required

Years

Strongcustomer serviceexperience

Required

Years

Accuracyin dataentry

Required

Excellenthuman relation skills with the ability to work with diverseconstituencies and a variety of educationallevels

Required

Required

Abilityto deal with confrontationalsituations

Required

Excellentoral and written communicationskills

Required

Abilityto work as a member of ateam

Required

Proficientin Microsoft Office and GoogleDrive

Required

Basicmath and accountingskills

Required

Selfdirected

Required

Non-IT help deskexperience

Last updated : 2024-02-23