Help Desk Coordinator - Hybrid

Job Title: Help Desk Coordinator - Hybrid

Location: Indianapolis, IN

Duration: 3+ Months

Job Type: 1099 / Contract W2

Rate: $24.31/hr. on 1099 and $20.85 /hr. on W2

Client: State of Indiana

Hybrid - 3 days onsite per week - local candidates only

Job Description:

This position will be instrumental in the administration of a new human-centered federal government benefit program. The top responsibilities will include application processing, customer service interaction, and case management. The ideal candidate will be able to quickly learn how to process applications while following USDA guidelines, effectively and compassionately communicate (through the phone or via email) to schools and households and maintain household cases in a database to ensure benefits are accurately issued.

Understand eligibility guidelines and the application approval process

Efficiently review and process applications

Investigate flagged applications and follow up with households or schools as necessary

Maintain a variety of files, update case files as new material is collected, ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy

Work with leadership to resolve escalated customer concerns and system problems

Provide courteous, timely, and accurate frontline customer service interactions and information.

Greet customers and provide guidance, information, and direction to customer inquiries 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 review and evaluation

Research information in order to provide answers to customer inquiries

Answer inquiries over the telephone or in person concerning regulations or procedures

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 programs in compliance with state and federal rules, regulations, and guidelines. (this could 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 regarding the Summer EBT program.

Makes recommendations to the assistant director about procedures and methods to improve efficiency and effectiveness.

Skill Matrix

Skill

Required /Desired

Amount

of Experience

Non-IT help desk experience

Required

3

Years

Strong customer service experience

Required

2

Years

Accuracy in data entry

Required

0

Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels

Required

0

Excellent organizational and time management skills

Required

0

Ability to deal with confrontational situations

Required

0

Excellent oral and written communication skills

Required

0

Ability to work as a member of a team

Required

0

Proficient in Microsoft Office and Google Drive

Required

0

Basic math and accounting skills

Required

0

Self-directed

Required

0

Recruiter Details:

Recruiter Name: Surya at gsksolutions dot com

Contact Number: Eight three two- Nine nine zero - Two five two five

About GSK Solutions Inc:

GSK Solutions Inc is a leading information technology (IT) Services Company that specializes in providing complete consulting solutions and staff augmentation to its clients. We provide on-time, on-budget, and quality service to our clients and consistently meet their expectations. We are known for our superior execution on a sustained basis.

GSK has been in the business of providing both commercial and custom product development services, including, Information Security, Software Development, Consulting and IT Audit. GSK implements highly critical and time-sensitive projects for their Fortune 500 clients located across the country.