Remote Zendesk Chat Support Jobs in Iowa (NOW HIRING)

This position is responsible for creating and maintaining accurate record listings by implementing established processes, recommending improvements and solutions to improve processes, and through continual research and training on industry standards and aging and disability service systems. Outreach is made to service providers throughout Iowa and nationwide to explain the services of Iowa Compass and to assist service providers in creating, updating, and submitting their program and service information listed within Iowa Compass resources. This position is cross trained to provide information and referral services to Iowa Compass callers and contacts and may also provide training and technical assistance support as needed.

This position is full-time and specified term position (benefits included) that will extend through 06/30/2027, with a high likelihood of annual renewal. 

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

• Synthesize and translates information submitted by service providers about programs and services into clear and plain language, using guidance from an established taxonomy system, inclusion policy, and style guide.

• Apply Inform USA, a professional Community Navigation membership organization, industry standards and Iowa Compass standards to the database content.

• Document all actions taken on record listing updates and communication with service providers to manage personal workflow.

• Create and maintains record listings in a resource database of organizations that provide programs and services for aging Iowans and Iowans with disabilities.

• Communicate effectively through various forms of communication (phone, email, Zoom, Microsoft Teams) with service providers throughout the state and nationwide.

• Research and gain knowledge of the complex systems of support for aging Iowans, Iowans with disabilities, and their families for understanding, to share information with the team, and to accurately add new services to database record listings.

• Analyze data for quality improvement and information dissemination initiatives.

• Communicate effectively through various forms of communication (phone, email, text, and chat) with Iowa Compass contacts to determine their information and referral needs regarding programs and services for aging Iowans, Iowans with disabilities, their families, and service providers.

• Communicate service and program information to each contact applying customer service standards developed by Iowa Compass and recommended by the Inform USA professional membership organization.

• May collaborate with internal staff and ADRC Network partners to identify training or technical assistance needs, suggest improvements, and support ongoing quality improvement initiatives.

• Represent the program by providing information about the program's mission to internal and external stakeholders.

• Regularly follows-up with contacts to ensure that access to the referred community services is achieved.

• Assist service providers in completing an annual verification to ensure their organization's programs and services are accurately listed.

• May support training and technical assistance activities for Iowa Compass and the ADRC Network, including assisting with the development of training materials, documentation, or learning resources related to services, systems, and best practices.

• Contribute ideas and work collaboratively with the Iowa Compass team.

• Provide direction and feedback during weekly call review meetings.

• Report regularly to the Iowa Compass Program Manager on the status of activities, to the Resource Database Manager on tasks and projects as requested, and to the Training and Technical Assistance Program Manager on any training or technical assistance-related activities.

Pay Level: 3B

Professional and Scientific Pay Structures | University Human Resources - The University of Iowa