PA - Site Administrator

SHAWNTECH COMMUNICATIONS INC•Dallas, PA

5d•Onsite

About The Position

The individual filling this position will be the first point of contact for facility personnel in all administrative tasks associated with the inmate call control system. This position has 75% data entry responsibilities: entering, deactivating, and suspending accounts and telephone numbers, transferring, releasing, and adding inmates to the system, suspending inmate debit accounts. In addition, this position requires initiating and tracking all trouble ticket activity. Good customer rapport with on-site clients, staff and other team members is mandatory.

Requirements

High school diploma or equivalent
1-3 years office experience required
Basic writing, organizational and oral communication skills required
High accuracy in data entry skills
Must possess the ability to adapt to the company culture and remote team dynamics
Must have the ability to work with minimal supervision
Must have good attendance record
Must have a clean driving record and reliable means of transportation Background check and drug screening are mandatory for this position

Nice To Haves

Effective and pleasant communicator with all levels of management
Proficient in Microsoft Office (Word, Excel, Power Point and Outlook)
Ability to type 50 WPMM
Ability to work in a fast-paced, multi-tasking environment
Ability to take on special projects with minimal direction and supervision
Strong organizational skills and attention to detail
Good problem analysis and solving skills
Manage delicate situations in a professional, productive manner
Team player attitude
Punctuality
Analyze Issues: Is able to identify situations or conditions of a problematic nature that warrant additional research or insight. Gathers the appropriate knowledge and expertise in making decisions, considers alternative solutions, bases decisions on sound logic and rationale.
Escalates problems toward resolution when encountering ambiguity or uncertainty.
Build Relationships: Interacts with others in an open, friendly, accepting, and respectful manner at all times. Employee should be viewed as approachable, a team player, and show genuine interest in others and their issue at hand. Develops and maintains professional relationships with manager, peers, and all other internal and external contacts.
Champion Change: Approaches problems with curiosity, open-mindedness, and anticipation. Initiates innovative ideas and solutions when the situation presents itself; stimulates creativity and innovation in others; suggests process improvement when warranted, embraces new ideas and initiatives; supports change management and is willing to embrace change management and coach others.
Coaching: Should be receptive and responsive to coaching from all members of the Team, management, peers, and customers.
Drive for Results: Maintains service objectives in accordance with guidelines and service level agreements. Challenges situations and timelines where service level timelines may be in jeopardy; conveys a sense of urgency and drives issues to closure; persists in the face of obstacles; demonstrates initiative and sets high personal standards of performance; maintains a consistent, high level of productivity; is committed to the

Responsibilities

Responsible for the data entry activity adding and deactivating numbers from calling number lists.
Close out prepaid balances and release account balances to DOC staff for inmate releases
Process requests for blocks and unblocks, upon request from PA DOC Staff
Maintain system integrity and quality in the data entry process, by following standardized formats for processing new inmates, transfers, returning inmates, movement, and suspensions. System integrity also includes following standardized formats for entry notations and proofing all work.
Ensure that system is operating at peak efficiencies by checking system functionality daily and reporting any outage conditions with the system or phones
Follow processes for initiating outage conditions, make arrangements for technical assistance and dispatch when needed; following-up on ticket status to ensure tickets are meeting contractual requirements for closure.
Support the PA DOC staff in general inquiries for report generation or account information
Maintain good recordkeeping documentation, file forms per local procedures, keep up-to-date inventories, and timely report submission (including payroll documents and reports)
Work effectively in a remote team environment, actively participating on team calls, and email responses. Maintain a professional, efficient rapport with all customers and team members.
Maintain individual and team objectives through the Performance Assessment process.
Work with the Team’s Quality Assurance and Control initiatives, identifying and correcting data entry errors through the established processes.
Direct interaction with the inmate population through direct conversation, email, or phone calls are strictly prohibited. Only written communication is permitted.
Minimal travel required to provide on-site backup coverage is required, and remote back-up for team members on vacation.