Contact Center Traffic and Scheduling Analyst jobs in Olympia, WA

Description

This job posting has been re-opened and will remain open until filled. Applicants who have previously applied do not need to reapply. Screening of application materials will begin immediately and will be on-going. It is in the applicant's best interest to submit their application materials as early as possible. The hiring manager reserves the right to make a hiring decision at any time. This job posting may be closed at any time without notice.

Why work for the Washington Student Achievement Council?
At the Washington Student Achievement Council (WSAC), we are committed to increasing educational opportunities and attainment in Washington. We believe that every person living in the state of Washington should have access to educational opportunities and be encouraged to pursue education or training beyond high school. To achieve our mission, we:

• Lead statewide strategic planning to increase educational attainment.
• Administer programs that help people access and pay for college.
• Advocate for the economic, social, and civic benefits of higher education.

Learn more about the work of the Washington Student Achievement Council and our equity statement (Download PDF reader) (Download PDF reader).

At WSAC

Our programs and policies work with diverse communities to eliminate barriers to people pursuing education beyond high school. As an employer, we are working to foster an agency culture driven by equity, diversity and inclusion. We strive to hire, cultivate, and retain a competitive workforce that reflects the communities we serve.

• We offer flexible/alternative work schedules, wellness activities, and teleworking opportunities.
• Eligible employees who are new parents or legal guardians can bring their infant (six weeks to six months) when returning to work.
• Employees have access to tuition assistance and tuition waiver programs.
• If you have experience advocating for communities of color or others who are experiencing educational inequities-including those directly impacted by the criminal justice system; people who identify as queer, trans, lesbian, gay, or bisexual; veterans; and people with disabilities, you are strongly encouraged to apply, even if you don’t meet all of the desired/preferred qualification listed.

Learn more about WSAC’s mission and Our Commitment to Equity.

The Washington College Savings Plans (WA529) division includes the Guaranteed Education Tuition Program (GET) and the DreamAhead College Investment Plan. These programs strive to increase college access and affordability and reduce future student debt by offering individuals and families various options to save for a student’s future higher education expenses. Research finds that students who know there is a college savings plan in their names have better educational outcomes. Accordingly, WA529 is committed to centering equity in our work and increasing program participation among underrepresented communities through targeted outreach and strategic partnerships and initiatives. The Committee on Advanced Tuition Payment and College Savings (Committee) governs the program.

The GET Contact Center assists with the enrollment process, account management activities, and technical support for prospective and current GET customers. The team works together to field customer inquiries, manage customer accounts, ensure accurate recordkeeping, and provide information, resources, and account options that help account owners make informed decisions about their accounts. The GET Contact Center works closely with other WA529 operations, marketing, and IT units to ensure all program practices and process enhancements center the customer in the decision-making process.

About the Position

The Contact Center Specialist is part of the GET Contact Center team and is responsible for assisting current GET account holders and prospective customers through various forms of communication with information regarding the program and the management of accounts. Contact Center Specialists must be able to thrive in a fast-paced work environment, problem-solve, exercise sound judgment, employ active listening skills, and demonstrate empathy towards others. Additionally, Contact Center Specialists should prioritize and center equity, diversity, and inclusion practices in their work and be committed to delivering exceptional customer service to people of all backgrounds.

• Overtime-eligible, exempt from state civil service rules.
• Requires occasional evening and weekend work.
• The standard schedule is 8:00 a.m. to 5:00 p.m. Monday - Friday.
• This position is hybrid-eligible. We are currently working fully remotely. Successful candidates must be able to work in the Olympia office when required.
• This position will require sitting for long periods of time using the telephone and computer systems to respond to customer correspondence and inquiries.
• Equipment and supplies required to work from home will be provided by the agency, including a computer, monitors, keyboard, mouse, and an office chair.

Duties

The Contact Center Specialist is responsible for being the initial point of contact for current account holders and perspective customer by receiving and replying to incoming phone calls and email correspondence.

Some of what you'll be doing includes:

• Assisting customers with program enrollment and account servicing including opening accounts, payment on accounts, payment agreements, and collection of money.
• Explaining enrollment procedures and assists in completion of necessary forms, follows-up with customers for additional information needed to complete enrollment using a variety of communications, including e-mail, telephone, fax, and mail.
• Providing information regarding the options, rights, regulations, and services available.
• Interpreting and applying knowledge of laws, regulations, policies, procedures and record keeping processes in the resolution of inquiries, complaints and problems or concerns.
• Applying the agency equity lens, review program policies, practices and procedures on a regular basis and offer recommendations to management on how to improve service delivery and ensure equitable practices for our customers.
• Reviewing and researching records documentation to resolve customer service-related issues; advises customers of proper procedures involved in appealing program decisions.
• Acting as a liaison between information services and users, and between customers and program director and other staff, as directed.
• Reviewing, identifying and processing a variety of written requests from current account holders, which may include request for materials, account changes or corrections, refund requests or other requests using program database software.
• Producing data reports from systems and initiating queries for special reports as needed.
• Performing complex word processing/typing skills such as merging and sorting, integrating text with graphics, spreadsheet and database files; uploading/downloading, and, use spreadsheets and data base software to develop and maintain records, use graphics software and recommend appropriate display of information.
• Assisting in program projects such as annual statements, and periodic mailings.

Qualifications

Core Competencies

• A proven track record of high efficiency and goal-oriented work performance;
• Capacity to think critically, logically and creatively apply problem-solving skills to meet challenges.
• Commitment to collaborating, interacting harmoniously, productively, and with diverse groups inside and outside of the agency while maintaining a courteous attitude;
• Ability to:
  • Communicate effectively, including repackaging complex issues in messaging that is easy to read and understand;
  • Consistently follow instructions as provided and proactively anticipate needs and take initiative;
  • Work independently and stay organized;
  • Apply and interpret laws, policies and procedures;
  • Use sound judgement in evaluating and making decisions;
  • Provide secure service to protect sensitive customer information;
  • Effectively prioritize tasks, estimate time frames, plan and use available; resources, coordinate work assignments with others, and meet deadlines;
  • Speak and communicate effectively with all team members, internal and external customers, and stakeholders;
  • Perform duties efficiently in a high volume, fast-paced environment.

• Two years of experience providing assistance to clients/customers regarding inquiries complaints, or problems in person, by telephone, email and/or other written correspondence.
• Demonstrated proficiency in MS Word and Outlook.
• A commitment to ongoing learning around equity, diversity and inclusion best practices.

• Experience working in a fast-paced call center/office environment.
• Working knowledge of MS Excel.
• Knowledge of and experience with complex customer databases/technology platforms.
• Experience using virtual meeting platforms (MS Teams, Zoom, etc.).
• Proofreading, error detection, and correction skills.
• Other skills, knowledge, and abilities beyond the minimum that are relevant to the position including fluency in Spanish or other languages.

Supplemental Information

Application Procedures
To be considered for this position you must possess the required qualification listed above. Find this job posting and complete your profile at www.careers.wa.gov. which must include the following:

1. Letter of Application. A letter of application that addresses how you meet the required
education and experience described in this announcement. Applications with generic cover
letters will be considered nonresponsive and may eliminate the application from further
consideration.
2. Resume. A detailed resume including all educational and professional experience.
3. References. A list of names, titles, and current telephone numbers of three (3) employment references.

Please Note: Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

QUESTIONS?
For questions about this recruitment contact Alisha Rollins, Alishar@wsac.wa.gov

EEO Statement
The Washington Student Achievement Council is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. Women, racial and ethnic minorities, persons with disabilities, persons over 40 years of age, and veterans are encouraged to apply. If you need accommodation in the application process or wish to receive this job announcement in an alternative format, please call 360.485.1138 or email HumanResources@wsac.wa.gov.