NEW JOB OPENING
ADMINISTRATIVE SERVICES ASSISTANT
IN Nashville, TN, USA!

The CLIENT Operations team is requesting a contractor to assist with CLIENT Help Desk Agent work. Assignments will include answering phone calls, providing information on CLIENT programs or escalating concerns, and tracking resolutions.



Minimum qualifications

• Graduation from an accredited college or university with a bachelor’s degree or graduation from an accredited college or university with an associate’s degree and two years of qualifying professional experience

• Excellent verbal and written communications skills

• Proven technical skills (e.g. Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.)

• Excellent time management skills and ability to multi-task and prioritize work in order to meet specific timeframes and deadlines with minimal supervision

• Keen attention to detail and adherence to deadlines

• Organization

• Self-motivated and able to thrive in a fast-paced and results-driven environment

• Critical thinking and problem-solving skills



Description of Duties (PROJECT-BASED) % of Total Work Effort

• Call Center Agent: Handles incoming calls related to LTSS program information and troubleshooting. Researches, responds, and tracks all incoming calls and provides effective customer service. 50%

• Help Desk Duties: Serves as primary agent related to incident tickets for CLIENT eligibility system and Katie Beckett program to report defects and issues for resolution. Research and follow up on expiring Acceptable Use Policies for partners and verify user employment status. Checks and responds to emails and voicemails of partners within required timeframe. 50%

• Action Plan Timeline



The contractor will be needed for nine (9) months.

• Month 1: Training on new role, including shadowing and completion of new hire onboarding process.

• Month 2: The contractor will begin working independently, with hands on support and monitoring of supervisor, on help desk tasks. These include answering phone calls, resolving questions or concerns, and tracking the resolution. Weekly check ins to occur with supervisor to monitor productivity and answer questions.

• Months 3-7: The contractor will be fully independent in role and providing support with help desk tasks. In months 6 and 7, supervisor and contractor will begin discussing transition plan for tasks, to include a review of eligibility system implementation related tasks that are close to completion or have already been completed.

• Months 8-9: The contractor will work with the help desk team on transitioning responsibilities to team members and finalizing outstanding work tasks. The contractor and supervisor will create a transition plan to minimize transition related gaps, ensuring compliance with required timeframes.









Qualifications

• Bachler''s Degree Graduation from an accredited college or university with a bachelor’s degree or graduation from an accredited college or university with an associate’s degree and two years of qualifying professional experience Proficient (4-6 Years) No

• Customer Service No

• Customer Service Skills No

• Microsoft Excel No

• Microsoft PowerPoint No

• Microsoft Word No

• Verbal Communication No

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**