Call Center Specialist (Resource) (Only Local and W2)

Position Description: The purpose of this position is to provide support to 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. 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. Skills Required: Technology- Computer: Intermediate skills, including the Microsoft Office applications (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines Specific- 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. 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 Skills Preferred: Bilingual (Spanish). Phone: CISCO Finesse and CISCO Jabber multi-line experience. Experience Required: Call center experience, Customer service experience. Experience Preferred: Counseling, mediation, coaching. Education Required: High school or equivalent, or higher. Education Preferred: Additional Information: This position must start as soon as possible, with an actual end date to be determined for extension. Backgrounds required: 7-year national, criminal, sex offender.