Help Desk Coordinator

Help Desk Coordinator/IntermediateThis 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.Responsibilities:Understand eligibility guidelines and the application approval processEfficiently review and process applicationsInvestigate flagged applications and follow up with households or schools as necessaryMaintain 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 policyWork with leadership to resolve escalated customer concerns and system problemsProvide 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 managementEscalate complex or high-profile customer inquiries to supervisor for review and evaluationResearch information in order to provide answers to customer inquiriesAnswer inquiries over the telephone or in person concerning regulations or proceduresReceive and prepare replies to routine correspondenceOperate office machines related to specific area of workMake an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines.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 assistant director about procedures and methods to improve efficiency and effectiveness.