Issue Resolution Specialist - Washington, United States - Avid Systems
Description
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/ /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, 2000
- 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.
- Developing robust understanding of customer needs through available data, documentation, and through direct client interaction.
- Developing documentation trail, including notes and case updates, in a thorough and comprehensible manner.
- 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.
Skills/Qualifications:
- High school diploma or GED plus 35 years of relevant experience
- Experience working in a case management or customer servicefocused environment.
- Excellent problemsolving, communications, and attention to detail.
- Excellent judgement and discretion, adhering to policies for safe keeping of customer information and privacy.
- Ability to identify residents' needs, clarify information, research resident issues.
Job Types:
Full-time, Contract, Temporary, Seasonal
Pay:
$ $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
- Inperson
Experience:
- Issue Resolution /
- Case Management or Customer Servicefocused: 3 years (required)
Ability to Relocate:
- Washington, DC 20002: Relocate before starting work (required)
Work Location:
In person
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