Help Desk Coordinator

- Administration of a new human-centered federal government benefit program
- Processing applications according to USDA guidelines
- Providing customer service through phone or email interactions
- Maintaining case management databases to ensure accurate issuance of benefits
- Understanding eligibility guidelines and application approval processes
- Efficiently reviewing and processing applications
- Investigating flagged applications and following up with households or schools as needed
- Maintaining and updating case files in compliance with record retention policy
- Resolving escalated customer concerns and system problems in coordination with leadership
- Providing courteous, timely, and accurate frontline customer service
- Tracking customer interactions and generating reports for management
- Escalating complex or high-profile customer inquiries to supervisor for review
- Researching information to provide answers to customer inquiries
- Answering inquiries over the phone or in person concerning regulations or procedures
- Receiving and preparing replies to routine correspondence
- Operating office machines related to specific work area
- Making eligibility determinations for benefits and waiver programs in compliance with state and federal rules
- Examining data matches to find inconsistent and/or duplicated data
- Staying updated on changes in rules, regulations, and guidelines regarding the Summer EBT program
- Making recommendations to assistant director about procedures and methods to improve efficiency and effectiveness.