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SalaryArizona Department of Education
The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.
ESA Call Center Specialist Lead
Job Location:
Empowerment Scholarship Account (ESA) Section
Phoenix Location
Posting Details:
Salary: $56,500 - $61,000
Grade: 19
Closing Date: 02/18/24
Job Summary:
- This lead position will be responsible for interviewing, training, and preparing CALL CENTER SPECIALIST to respond to customer questions and complaints.
- Rare in-state travel may be required for this position.
Candidates should apply with an ability and willingness to work in-office up to five days per week.
Job Duties:
- Interview, train, and prepare CALL CENTER SPECIALIST to respond to customer questions and complaints
- Ensure specialists understand and comply with all CALL CENTER benchmarks, performance standards, and policies
- Identify operational issues and suggesting possible improvements to Call Center Manager
- Monitor and evaluation agent performance, providing learning or coaching opportunities
- Analyzing data to assist management of the different types of calls daily
- Work with other ESA program leads and specialists to support managers and maximize customer satisfaction
- Address escalations received by the ESA program
Knowledge, Skills & Abilities (KSAs):
- Call center and customer service experience
- Basic knowledge in troubleshooting technology-based issues on hardware, software, and cloud applications
- Applicants must have experience with high volume customer service
- Applicants must have supervisory/team lead experience
Skills in:
- Exceptional verbal and written communication
- Excellent problem solving, leadership, and customer service
- Analytical, efficient, and thorough
- Proficient in Microsoft Office suite, specifically Outlook and MS Teams
Ability to:
- Coach, train, and motivate employees and evaluate their performance
- Remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Selective Preference(s):
- Associates degree or higher
- Knowledge of the ESA program (statutes, rules, and regulations)
- 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:
- 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.
Contact Us:
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.
