Help Desk Coordinator - American Technology Consulting

Title: IN-IDOE Help Desk Coordinator/Intermediate (729977)Location: Indiana Department of Education 100 N. Senate Ave., Indianapolis, IN46204Interview: WebExThis position will be instrumental in the administration of a new human-centeredfederal government benefit program. The top responsibilities will include application processing, customer serviceinteraction, and case management. The ideal candidate will be able to quicklylearn how to process applications while following USDA guidelines, effectivelyand compassionately communicate (through the phone or via email) to schools andhouseholds and maintain household cases in a database to ensure benefits areaccurately issued.• Understand eligibility guidelines and the application approval process• Efficiently review and process applications• Investigate flagged applications and follow up with households or schools asnecessary• Maintain a variety of files, update case files as new material is collected,ensure that information is organized and that all necessary case documentationis retained in compliance with the record retention policy• Work with leadership to resolve escalated customer concerns and systemproblems• Provide courteous, timely, and accurate frontline customer serviceinteractions and information.• Greet customers and provide guidance, information, and direction to customerinquiries 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 reviewand evaluation• Research information in order to provide answers to customer inquiries• Answer inquiries over the telephone or in person concerning regulations orprocedures• 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 programsin compliance with state and federal rules, regulations, and guidelines. (thiscould 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 regardingthe Summer EBT program.• Makes recommendations to assistant director about procedures and methods toimprove efficiency and effectiveness.