ESA CALL CENTER SPECIALIST

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Arizona Department of Education

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.

ESA CALL CENTER SPECIALIST

Job Location:

Empowerment Scholarship Account (ESA) Section
Phoenix Location

Posting Details:

Salary: $51,500

Grade: 18

Closing Date: Open until filled

Job Summary:

These positions are responsible for handling inbound calls, addressing HelpDesk tickets, managing email inquiries, and providing comprehensive assistance on general ESA program inquiries.
In-state travel may be required for this position.

Candidates should apply with an ability and willingness to work in-office five days per week and an average of two to three days a month of a rotating remote shift. The rotating remote shift working hours are typically 11am-8pm, Monday-Friday.

Job Duties:

Answer inbound calls, HelpDesk tickets, and email inquiries related to the ESA program
Provide thorough and comprehensive assistance for general program inquiries
Accurately document account interactions and maintain detailed records
Responsible for researching and applying all related ESA policies and procedures, statutes, related rules, and escalating concerns when necessary
Collaborate on special projects as assigned

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

Customer service principles and practices
Proficient understanding of call center technology and software
Applicants must have experience with high volume customer service.

Skills in:

Utilizing critical thinking skills and logical reasoning to gather pertinent information
Strong organizational skills with attention to detail
Exceptional verbal and written communication
Active listening and problem-solving
Multi-task and prioritize responsibilities in a fast-paced environment
Proficiency in documentation and record-keeping
Proficient in Microsoft Office suite, specifically Outlook and MS Teams

Ability to:

Multi-task and thrive in a fast-paced, performance-driven environment with a high level of accuracy
Work independently
Conduct thorough research and implement ESA policies, procedures, and regulatory guidelines
Communicate and engage with others in a considerate and respectful manner.
Effectively answer inbound calls, HelpDesk tickets, and email inquiries promptly
Capability to collaborate with team members and efficiently make direct calls to appropriate personnel
Identify and escalate notable concerns or issues
Occasionally participate in special projects and initiatives

Selective Preference(s):

Preference will be given to those applicants with an associate’s degree or higher, and/or who have knowledge of the ESA program (statutes, rules, and regulations), and/or are bilingual in Spanish.

Pre-Employment Requirements:

Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The State of Arizona provides an excellent comprehensive benefits package including:

Affordable medical, dental, life, and short-term disability insurance plans
Top-ranked retirement and long-term disability plans
Ten paid holidays per year
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans

Retirement:

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and effective date.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-3186 or emailing Human.Resources@azed.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.

To submit your resume, click the "APPLY NOW" button below.

Having trouble applying for this position?

Email HRIShelpdesk@azdoa.gov or call (602) 542-4700 for assistance.

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