Call Center Specialist - Phoenix, United States - SA Technologies

Description

Description

The purpose of this position is to provide support to constituents,including education administrators and staff, community members, educationpartners, and the families of Arizona students. This customer service positionwill report to a call center unit with high volume contact with the public andwith tasks that frequently change, including, but not limited to answer callsand emails from constituents, provide support to constituents, assistconstituents with questions or concerns that are directed towards the agency orexecutive leadership team and staff, and assess inbound constituent inquiriesfor response or transfer to the appropriate program area. The primary dutiesfor this position include the following:
• Provide information, assistance, andresources to constituents via phone and electronic means (email, HelpDesk,etc.) on topics pertaining to the Tutoring Program and other academic programs
• Answer questions and resolve issues related to ADE constituent concerns.
•Perform extensive first level problem resolution for constituents.
• Escalateissues as appropriate. Located at the agency's South campus and on the samefloor and area as executive leadership, this position will be part of astandard office environment and will be 100% on-site, where expected dress-codeis business and business-casual (no jeans).

Skills Required

This is a full-time in-office position and requires candidate to be in-office Monday through Friday, from 8AM through 5PM, except State holidays.Computer: High-level of PC proficiency and familiarity with a call centerenvironment, including the Microsoft Office suite (Outlook, Excel/Word/PPT,Teams, etc.); multi-monitors Phone: Conference (multi-line) phone linesCustomer Service: Knowledge of customer service principles and practices,proper phone and email etiquette, knowledge to identify and escalate situationsrequiring management attention, knowledge to advise constituent of resolutionand/or appropriate action(s), thorough understanding of issue triage anddocumentation, thorough understanding of level 1 support and escalationprocedures. Communication: Excellent business-professional verbal,interpersonal, and written communication skills, including active listening.Office skills: Proper organizing and multitasking, efficient communication withhigh-level individuals, attention to detail in verbal and written work,effective listening skills, knowledge of customer service confidentialityOther: Ability to move from task to task amid interruptions while maintaining ahigh level of accuracy; ability to follow-up and keep track of delegated tasks;ability to understand and follow documented procedures; ability to workeffectively as a member of a support team

Skills Preferred

Phone: CISCO Finesse and CISCO Jabber multi-line experience. Bilingual(Spanish/ English), preferred.

Experience Required

Minimum of one year experience in assisting customers in a call centersetting.

Experience Preferred

Preferred, two years of working within the field of customer serviceand/or prior experience utilizing an automated call management/ problemtracking system in accomplishing job responsibilities.

Education Required

Associate's degree, or higher.