Help desk

Date Posted : 02 / 21 / 2024.

Hiring Organization : Rose International

Position Number : 458971

Job Title : Help Desk Coordinator

Job Location : Indianapolis, IN, USA, 46204

Work Model : Hybrid

Employment Type : Temporary

Estimated Duration (In months) : 13

Min Hourly Rate ($) : 20.85

Max Hourly Rate ($) : 24.31

Must Have Skills / Attributes : Accounting, Customer Service, Data Entry, Help Desk, Time Management

Job Description

Only those lawfully authorized to work in the designated country associated with the position will be considered.

Please note that all Position start dates, and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

Hybrid Work Schedule : 3 days onsite per week

Required Skills :

• Non-IT help desk experience
• Strong customer service experience
• Accuracy in data entry
• Excellent organizational and time management skills
• Ability to deal with confrontational situations
• Excellent oral and written communication skills
• Ability to work as a member of a team
• Proficient in Microsoft Office and Google Drive
• Basic math and accounting skills
• Self-directed
• MS Office
• Verbal Communication, and Analysis

The top responsibilities will include application processing, customer service interaction, and case management.

The Help Desk Coordinator will be able to quickly learn how to process applications while following 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.

Benefits :

For information and details on employment benefits offered with this position, please visit here. Should you have any questions / concerns, please contact our HR Department via our secure website.

California Pay Equity :

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Last updated : 2024-02-23