Help Desk Coordinator - Hybrid
- $24 Hourly
- Full-Time
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.
Address
GSK Solutions
Indianapolis, INIndustry
Technology
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