CUSTOMER SUPPORT ASSOCIATE - POS
The State of New Hampshire
Расположение работы
Concord, NH
Подробности вакансии
State of New Hampshire Job Posting
Office of Professional Licensure and Certification
Division of Licensing and Board Administration
7 Eagle Square, Concord NH 03301
CUSTOMER SUPPORT ASSOCIATE
Program Assistant I
Labor Grade 12
Position # 18217
• See total compensation information at the bottom of announcement.
The State of New Hampshire, Office of Professional Licensure and Certification, Division of Licensing and Board Administration has a full time vacancy for Program Assistant I / Customer Support Associate.
Summary:
Functions as the central point of contact for inquiries directed to the 54 professional Boards administered at the OPLC (Office of Professional Licensure and Certification). In a high volume, fast-paced work environment, quickly discern the type of support and response required for inquiries primarily from new and potential licensees received via telephone, electronic mail, and in-person. Provide direction for compliance with applicable NH laws and rules, as well as technical support for website navigation and online transactions.
Responsibilities:
Manages all telephone, electronic mail, and in-person inquiries received for the Bureau of Licensing, primarily received from external customers including new and existing licensees, their potential or existing employers, New Hampshire organizations, and out-of-state organizations.
Conducts a needs analysis at every point of contact to determine the type and scope of support needed. Provides first-contact resolution for most (75-80%) customers. Appropriately re-routes more nuanced and in-depth inquiries to a subject matter expert as appropriate for the particular profession.
Verifies, corrects and updates demographic information for existing licensees in a license database system. Checks status on license applications in process for new, renewed, or reinstated licenses.
Conducts over-the-phone and electronic mail assistance with computer online application technical troubleshooting. Uses problem-solving techniques to identify points of failure, provides and walks through step-by-step instructions, and provides workaround solutions and/or alternative options if needed.
Assists customers with website navigation and information specific to each board, with a focus on compliance with NH laws and rules for application and education requirements. Assists customers with determining application and other fees due as well as location of forms, documents, and other resources.
Notifies agency IT group of sudden or common system problems encountered by customers, and collaborates on solutions.
Reviews licensee paperwork dropped off in-person. Provides online application assistance at a customer kiosk if available or provides applications and other forms if applicable.
Professionally interacts with internal customers to increase job knowledge and achieve continuous process improvement including licensing staff and board administrators in addition to all other OPLC business units.
Provides information to stakeholders on potential process and website changes to improve the customer experience.
Logs all customer activity to record historical, management data for projected workflow and staffing.
MINIMUM QUALIFICATIONS:
Education: High school diploma or high school equivalency credential. Each additional year of approved formal education may be substituted for one year of required work experience.
Experience: Three years of experience in a responsible clerical position, including experience in customer service or support.
License/Certification: None required.
PREFERRED QUALIFICATIONS: Experience with a call distribution system preferred.
PREFERRED WORK TRAITS: Ability to listen effectively. Ability to communicate verbally in a pleasant and articulate manner. Ability to multi-task. Skill in composing clear, concise written communication. Skill in critical thinking and problem-solving. Computer proficiency and ability to troubleshoot computer issues.
DISCLAIMER STATEMENT: The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.
F or further information please contact Edie Chiasson, Administrator III.
Email: edith.m.chiasson@oplc.nh.gov Telephone: 603-271-8282
• TOTAL COMPENSATION INFORMATION
The State of NH total compensation package features an outstanding set of employee benefits, including:
HMO or POS Medical and Prescription Drug Benefits:
The actual value of State-paid health benefits is based on the employee's union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.
Value of State's share of Employee's Retirement: 14.53% of pay
Other Benefits:
o Dental Plan at minimal cost for employees and their families ($500-$1800 value)
o Flexible Spending healthcare and childcare reimbursement accounts
o State defined benefit retirement plan and Deferred Compensation 457(b) plan
o Work/life balance flexible schedules, paid holidays and generous leave plan
o $50,000 state-paid life insurance plus additional low cost group life insurance
o Incentive-based Wellness Program (ability to earn up to $500)
Want the specifics? Explore the Benefits of State Employment on our website:
EOE
TDD Access: Relay NH 1-800-735-2964
