ATP Support Specialist at BC Forward in Phoenix, Arizona

Job Description:

ATP Support Specialist



BCforward is currently seeking a highly motivated ATP Support Specialist for an opportunity in Phoenix, AZ, 85007!




Position Title: ATP Support Specialist




Location: Phoenix, AZ, 85007


Anticipated Start Date: ASAP


Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.



Expected Duration: 06 plus months contract.




Job Type: Contract

Pay Range: $16/hr to $16.57/hr on W2


Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:



The purpose of this position is to provide support to the Achievement Tutoring Program (ATP) 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.


The primary duties for this position include the following:


* Provide information, assistance, and resources to constituents via phone and electronic means (email, HelpDesk, etc.) on topics pertaining to the Tutoring Program and other academic programs


* Answer questions and resolve issues related to ADE constituent concerns.


* Perform extensive first level problem resolution for constituents.


* Escalate issues 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 (no jeans).


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.



Computer:



High-level of PC proficiency and familiarity with a call center environment; must be competent with Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors


Phone: Conference (multi-line) phone lines 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 business-professional 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



Experience Required:



Minimum of one year experience in assisting customers in a call center setting. Experience with high-stress situations and autonomous public-solving skills.


Experience Preferred:


Preferred, two years of working within the field of customer service and/or prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.



Education Required:



Associate's degree, or higher.



Benefits:



BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:



Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.


BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.


BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.


To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.


This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.


Interested candidates please send resume in Word format Please reference job code 222065 when responding to this ad.


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Job Snapshot




Employee Type

Contractor



Location

Phoenix, AZ (Onsite)



Job Type

Customer Service



Experience

Not Specified



Date Posted

05/03/2024