- Assist educators and prospective educators through the BRC process.
- Answer questions about the status of the caller s BRC submission.
- Enter updated information as requested.
- Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions.
- Inform educators and prospective educators by explaining procedures; answering questions; providing information.
- Perform related duties as required such as general office functions including but not limited modifying applications such as performing name and credential changes.
- Verify eligibility, collect demographic and pertinent information, and document results in the computer system.
- Communicate with callers regarding any necessary decision data.
- Communicate with the BRC Unit to ensure appropriate information is being disseminated.
- Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals.
- Handle confidential information consistent with department policies and regulatory requirements.
- Assistin refinement and implementation of unit workflows to enhance efficiency and support unit/department goals.
- Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
- Engage in cross-training to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title.
- Handle customer inquiries both over the phone and email/ticket.
- Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.).
- Research required information using available resources.
- Manage and resolve customer complaints/questions.
- Provide educators and constituents with accurate information.
- Identify and escalate priority issues.
- Articulate constituent s issues accurately and document call information according to standard operating procedures when escalating tickets.
- Route calls and tickets to appropriate resource, if/when the call requires.
- Provide follow-up to educators and prospective educators calls where necessary.
- Attend EEC staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations.
- Understand EEC and BRC policies.
- Utilize ServiceNow Ticketing System to escalate necessary issues.
- The main duties of the unit include processing telephonic, email and ticket notifications, and requests from educators and constituents from throughout the Commonwealth.
- At this time the prime responsibility of the Contact Center is to be the first point of contact for questions related to educators and individual s status of background record checks.
- EEC conducts background record checks for all childcare candidates working, volunteering or affiliated with licensed, funded or approved programs.
- EEC is also responsible for conducting background record checks for child serving residential and placement agencies.
- The Contact Center Representative utilizes organizational and communication skills, knowledge of background record check requirements, and collaborative interactions with stakeholders to facilitate efficient and timely requests.
- The Contact Center Representative focuses on providing technical assistance and relevant information to callers to assist them in having pertinent information essential to obtain a background record check for an educator working in early education within Massachusetts.
- The Contact Center Representative works primarily by telephone as the first point of contact for individuals requiring information on the status of the Background Record Check, to triage concerns to the appropriate division, and to inform callers of actions they can take to ensure they have the access and information they need.
- The representative provides advice and direction to the caller about the BRC process.
- The Contact Center Representative demonstrates an understanding of department goals and BRCr requirements
- A contact center representative's job description is to provide courteous and professional phone support to callers, whether they need help with BRC procedures or requirements.
- The Contact Center Representatives support other divisions within EEC and will continue to grow as the strategic priorities are implemented.
- Must have the ability and flexibility to change as focus of call demand may shift as strategic priorities and needs of the Commonwealth s children and families change.
- Excellent attendance and punctuality.
- Comfort working in a high volume and fast-paced call center environment.
- Ability To answer calls, inquiries, and requests with a sense of urgency.
- Superb attention to detail and ability to meet deadlines.
- Customer service training or previous call center experience, highly desired.
- Knowledge in BRC terminology strongly preferred.
- Strong communication, telephone and writing skills.
- Proficiency in Microsoft Office/Computer Programs and tech-savviness.
- Ability to work in work in multiple computer systems at the same time.
- Verbal and written communication skills.
- Listening skills.
- Problem solving and analytical skills.
- Customer service skills.
- Organizational skills.
- Sound judgment.
- Adaptability.
- Teamwork.
- Stress tolerance.
- Resilience.
- Empathy.
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Description
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