HSE Services Representative (Resource)
BC Forward

BCforward is currently seeking a highly motivated HSE Services Representative at Phoenix, AZ


Position Title: HSE Services Representative

Location: Phoenix, AZ, 85007

Anticipated Start Date: ASAP.

Expected Duration: 3+ Months with the possibility of extension.

Job Type: Contract role/40 hours a Week/Onsite.

Pay Range: $22/hr on 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 be responsible for providing research-based technical assistance and information to stakeholders and the public on adult education classes and introduce the three alternative pathways for earning a high school equivalency diploma.

The primary duties for this position include the following:

- Responsible for the dissemination and distribution of adult education public information materials, such as testing center locations, Adult Education program locations, flyers, brochures, publications, and newsletters.

- Responsible for the development and maintenance of accurate and complete databases that documents and track the dissemination of public information and for providing administrative support to adult education program managers and specialists as needed.

- Responds to requests received by mail, e-mail, fax, telephone, and face to face for high school equivalency transcripts, verifications, access codes, and other client-related issues.

Handles and responds to complex and confidential high school equivalency questions involving issues pertaining to Federal and State law and regulation.

- Transfers hard copy student testing records into digital files through scanning and accurately adding a standard nomenclature.

Receives returned HSE Diploma's that are undeliverable by the US Post Office, contacts the client and notes the client account, logs the item in our returned HSE Diploma database and files accordingly.

- Responds to requests received by telephone, and e-mail, for Adult Education classes offered by locally contracted Adult Education programs and other client-related issues.

Handles and responds to complex Adult Education questions involving issues pertaining to Federal and State law and regulation.

- Reviews, analyzes, and responds to client questions received in the adult education and high school equivalency inboxes.

Maintains a strong line of communication with manager and team members.

Provides coverage for incoming calls, emails and daily delivered USPS mail.

- Collaborates to maintain and update the location of forms used to request transcripts, access codes and verification of education.

Provides guidance to the Adult Education web page to view information and details for the three alternative pathways to earn a high school equivalency diploma, public information, guidelines, and procedures.

- Supports Adult Education Services program managers and specialists as needed in preparing materials for Adult Education conferences and training events.

Coordinates special projects.

- Introduces urgent or escalated issues to manager, opens HSE STARS operation issue tickets with our vendor and follows up with customers to provide updates and resolution.

Located at the agency's South campus and on the same building 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).

Skills Required

This is a full-time in-office position and requires candidate to be in-office Monday through Friday, from 8AM through 4:30PM, except State holidays.

Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors 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, data entry and records maintenance.

Other:

Ability to follow documented and measured procedures, to adapt to changing priorities, to organize and utilize time well, to prioritize and manage multiple assignments, to work independently and as part of an effective team, and to support event planning preparation

Skills:

CISCO Finesse and CISCO Jabber multi-line experience. Language: Bi-lingual Spanish/English speaker preferred.

Experience Required:

Minimum understanding of adult education and high school equivalency programs.

Education Required:

High school, HSE diploma, or equivalent, 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 221231 when responding to this ad.

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Job Snapshot

Employee Type
Contractor

Location
Phoenix, AZ (Onsite)

Job Type
Admin - Clerical

Experience
Not Specified

Date Posted
05/03/2024