ESA CALL CENTER SPECIALIST

State of Arizona - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Executive, Legislative, and Other General Government Support

About the position

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents. The ESA Call Center Specialist position is responsible for handling inbound calls, addressing HelpDesk tickets, managing email inquiries, and providing comprehensive assistance on general ESA program inquiries. In-state travel may be required for this position. Candidates should apply with an ability and willingness to work in-office five days per week and an average of two to three days a month of a rotating remote shift. The rotating remote shift working hours are typically 11am-8pm, Monday-Friday.

Responsibilities

• Answer inbound calls, HelpDesk tickets, and email inquiries related to the ESA program
• Provide thorough and comprehensive assistance for general program inquiries
• Accurately document account interactions and maintain detailed records
• Responsible for researching and applying all related ESA policies and procedures, statutes, related rules, and escalating concerns when necessary
• Collaborate on special projects as assigned

Requirements

• Knowledge in customer service principles and practices
• Proficient understanding of call center technology and software
• Experience with high volume customer service
• Strong organizational skills with attention to detail
• Exceptional verbal and written communication skills
• Active listening and problem-solving skills
• Proficiency in documentation and record-keeping
• Proficient in Microsoft Office suite, specifically Outlook and MS Teams

Nice-to-haves

• Associate's degree or higher
• Knowledge of the ESA program (statutes, rules, and regulations)
• Bilingual in Spanish

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