PUBLIC SCHOOL PROGRAM ADVISOR

Position Number:  2208-3015
County:  Pulaski
Posting End Date:  Feb 15, 2024
School Choice and Parent Empowerment

Join the Arkansas Department of Education where each student is recognized as an individual.  Through a cultivation of world-class educators, partnering with communities, and an influx of social supports, Arkansas Department of Education provides multi-level supports that help ensure students will receive a personalized education and develop a life-long love of learning.

Special Application Information:

Incomplete applications will not be considered.  List current/most recent jobs first.  Account for all periods including unemployment, self-employment, and military service. A resume may be attached to your required online application form; however, it may not be used as a substitute for completing any part of our application package. To make a call using the Arkansas Relay Service, dial 1-800-285-1121 (Voice) or 1-800-285-1131 (TDD), and for customer service, dial 1-800-285-7192 (V/TDD). 

We are seeking a dedicated and customer-focused individual to join our team as a Customer Service program coordinator in our program. As a member of our customer service team, you will play a vital role in providing exceptional service to families of applicants, schools, and service providers seeking quality educational options. You will handle inquiries via email and phone, addressing questions about student eligibility, expenses, program timelines, and other general queries. Your strong communication and problem-solving skills will contribute to the overall program's success by ensuring a positive experience for our stakeholders.

Responsibilities:

1. Customer Inquiry Management:

Handle incoming inquiries from families, schools, and service providers via email and phone in a professional and timely manner • Provide accurate information, guidance, and assistance regarding eligibility requirements, expense requests, program timelines, and other relevant program details • Act as a knowledgeable resource and go-to person for customer concerns and inquiries, ensuring their needs are addressed effectively.

2. Issue Resolution:

Collaborate with customers and internal stakeholders to effectively address and resolve inquiries, complaints, or issues • Escalate complex or difficult cases when necessary • Document and track customer interactions, inquiries, and resolutions in a detailed and organized manner.

3. Program Knowledge and Communication:

Develop a deep understanding of the educational savings account program, including eligibility criteria, application processes, and program policies • Stay updated with the latest program changes and updates, ensuring accurate and up-to-date information is provided to customers • Communicate program updates, changes, and important announcements to customers in a clear and concise manner.

4. Collaborative Teamwork:

Collaborate effectively with other program members and cross-functional teams to ensure a cohesive and coordinated approach to customer service delivery • Share knowledge, experiences, and best practices with team members to improve service quality and efficiency continuously • Assist team members and provide backup support during peak periods or when additional assistance is needed.

5. Quality Assurance and Documentation:

Adhere to established customer service processes, guidelines, and standard operating procedures to ensure consistent and high-quality service delivery • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions • Provide feedback and suggestions to the Customer Service Manager to improve processes and enhance the customer experience.

Requirements:

Proven experience in a customer service role, preferably in an educational or financial setting • Strong verbal and written communication skills with a customer-focused approach. • Excellent problem-solving skills with the ability to think quickly and provide effective solutions • Detail-oriented with the ability to record and document customer interactions accurately • Ability to multitask and prioritize work in a fast-paced and dynamic environment • Proficiency in using customer service software systems and tools • Knowledge of educational funding programs and eligibility criteria is beneficial • Proficiency (oral and written) in Spanish is a plus.

Join our dynamic customer service team and contribute to the success of our EFA program

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.