Assignment View Sector State of AZ Contract Number CTR060284 Contractor's Work Location AZED Position Title Call Center Specialist, Bilingual Spanish-English (Resource) Labor Category Business Operations Job Category Administrative Number of Positions 1 Job Level 1 Submittal allowed per staffing agency 3 Priority Submittals allowed for this Requisition Assignment Type Temporary Driving Required? No Is a Fingerprint Clearance Card (FPCC) Required? No If Driving is Required, an MVR is required N/A Is this role located on-site, hybrid, or remote? On-Site Work Location Address 1535 W. Jefferson Street, Phoenix, AZ, 85007 Assignment Details Target Start Date 09/30/2024 Target End Date 12/27/2024 Shift 1st Shift Work Schedule Standard Tentative Shift Start Time 8:00 AM Tentative Shift End Time 5:00 PM Staffing Agency NTE (Not-to-Exceed) Bill Rate Rate Unit Hour Estimated Regular Hours/Week 40.00 OT Expected No Travel Required No Estimated OT Hours/Week Travel % Travel Description(Domestic/International) Security Clearance None Position Details Drug Screen No Background Checks Yes Position Description The purpose of this position is to provide support to constituents, including education administrators and staff, community members, education partners, and the families of Arizona students. This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to answer calls and emails from constituents, provide support to constituents, assist constituents with questions or concerns that are directed towards the agency or executive leadership team and staff, and assess inbound constituent inquiries for response or transfer to the appropriate program area. This position will be the initial point of contact for the Arizona Department of Education providing support to agency personnel and the public seeking assistance or support on educational matters. This may include assisting with ADE tools utilized by parents and educators. The primary duties for this position include the following: " Provide information, assistance, and resources in English and/or Spanish to constituents via phone, and electronic means (email, HelpDesk, etc.) " Answer questions and resolve issues related to ADE constituent concerns. " Perform extensive first level problem resolution for ADE Connect and Common Logon users. " Escalate issues to Lead Support Center Analyst, or Supervisor as appropriate. Located at the agency's South campus and on the same floor and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual. Skills Required This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays. Technology- Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office applications and Windows (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines Language- Bilingual (Spanish fluent, speaking/reading/writing). Specific- Customer Service: Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures. Communication: Excellent verbal, interpersonal, and written communication skills, including active listening. Office skills: Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality Other: Ability to move from task to task amid interruptions while maintaining a high level of accuracy; ability to follow-up and keep track of delegated tasks; ability to understand and follow documented procedures; ability to work effectively as a member of a support team Skills Preferred Phone: CISCO Finesse and CISCO Jabber multi-line experience. Experience Required Minimum of one year experience in assisting customers in a call center setting. Experience Preferred Preferred, two years of working within the field of K-12 education and/or prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities. Education Required High school or equivalent, or higher. Education Preferred Additional Information Please only submit candidates who can start immediately after onboarding. This is an on-site position (100% in-office), candidate is expected to report on time to the Phoenix office, Monday-Friday, 8AM through 5PM, except State holidays. Starts as soon as possible and Ends through 12/27/2024, with possibility to change at any time, including extension. Applicants must be currently authorized to work in the United States on a full-time basis. Backgrounds required (cannot start pending): 7-year national, criminal, sex offender.