GENERAL SUMMARY:
Expected to respond to all inquiries in a professional, friendly and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities
Expected to have excellent verbal, written communication and troubleshooting skills
Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries
Responsible for maintaining adequate records/documentation for audit and internal control purposes
Other Responsibilities Include:
Routing mail, email, and other administrative support duties as assigned
Responsible for learning Program Rules of assigned projects to ensure ability to respond to Customer Service inquiries.
Responsible for developing excellent working knowledge of software platforms.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned as appropriate and necessary).
The requirements listed below are ranked in order of importance and are representative of the knowledge, skill, and/or abilities required to do the job successfully.
Respond to Inbound/Outbound Call Inquiries (60%)
Respond to inbound call inquiries related to consumer budgets, service authorization, program guidelines, withholding and tax forms, program enrollment, workers compensation requirements, invoice and timesheet processing status, and family friendly report.
Initiate outbound calls to respond to inquiries and to follow-up with previous contacts
Meet quality assurance standards as applicable to program
Perform support ticket transaction resolution tasks and administrative functions (30%)
Enter and monitor support ticket information.
Respond to assigned support tickets in Portal, and coordinate activities with other project staff
Perform administrative functions e.g.: pended timesheet reporting, mail distribution, document verification, document management, timesheet verification.
Data entry and update payroll ; accounts payable account information as assigned
Maintain Effective Working Relationship with FOC Staff (10%)
Communicate with Financial Operations Center staff on regular basis, providing direction to support tickets containing updated information on how to respond to customer questions
Enter manual timesheet and agency invoice information into automated financial management system as assigned
Identify documentation issues and report to supervisor
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Excellent attention to detail Bilingual a plus (Spanish)
Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Ability to manage time effectively in a fast paced environment
Ability to effectively execute in a remote environment without the benefit of on-site supervision
Knowledge of MS Windows, Excel and Word preferred
