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ID Location Skills $$ Job Type Status
10868 Endicott, NY 13760 Executive Secretaries and Administrative Assistants: Handle Customer Inquiries, Route Info (2pos) DOE Contract OPEN
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Subject=IIT Career Site/Resume for JobID=10868 (Executive Secretaries and Administrative Assistants: Handle Customer Inquiries, Route Info (2pos)) in Endicott NY 13760 (SJU)

Estimated Length: 19 months Full-Time M-F 9AM-5PM

Responsibilities

  • Respond to customer inquiries and/or complaints, analyze information and identify issues to be resolved.
  • Responsible for handling all general customer inquiries and either resolving the issue or referring the problem to the appropriate line staff for resolution.
  • Gather detailed information from callers to determine the best approach to resolve problems.
  • Refer complex and/or sensitive situations, beyond the scope of their authority, to supervisor or line department staff.
  • Handle difficult customers and/or situations that require deciphering incoherent or disorganized information to accurately assess and meet customer needs.
  • Utilize personal computers and telecommunications equipment to research and respond to customer inquiries.
  • Provide information and assistance to achieve and maintain customer satisfaction.
  • Perform database and manual record searches to ensure that all customer inquiries and concerns are addressed and resolved accurately and as expeditiously as possible.
  • Route information via manual/automated systems to appropriate party for processing.
  • Determine whether information should be routed to a supervisor or program area to minimize the rerouting of telephone calls.
  • Advise customers of available options for resolving problems or other appropriate action which will result in customer satisfaction.
  • Provide detailed information about agency programs and services.
  • Interpret and explain workers’ compensation and disability benefits claims processing procedural requirements.
  • Translate technical terminology into layman’s terms.
  • May be assigned to small units to develop intensive expertise in a specific function such as reviewing Section 15.8 reimbursements from Special Funds or Disability Benefits.
  • Provide prompt, courteous and accurate responses to routine inquiries.
  • Prepare written correspondence in response to inquiries, which must be accurate, concise, relevant and well organized.
  • Determine when a problem or issue lies outside of a particular program’s jurisdiction and advise and assist customer to identify appropriate steps to resolve their concerns.
  • If decentralized to a specific district office, responsible for developing an awareness of the specific characteristics of the customers served byDistrict Office, their needs and unique concerns.
  • Responsible for adapting statewide policies to the unique circumstances of the individual district office.
  • May be assigned to special projects functioning as an incubator for organizational change throughout the agency by testing new service concepts and procedures prior to full rollout in District Offices.
  • Identify patterns and/or events that may suggest problems in procedures or processes and report to supervisor.
 
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About IIT:

Founded in 1995, IIT is a leading provider of Workforce Solutions to Government and Fortune-1000 organizations. IIT is a winner of Inc-500 award. IIT's core services include:

  • Consulting for projects / IT Outsourcing
  • IT staffing (Contract / Temporary / Contingent / Consulting)
  • Custom Workforce Solutions
  • Recruitment Process Outsourcing (RPO)
  • Headquartered in New York, IIT has over 400 consultants deployed at Client Sites. Other IIT highlights include

  • Winner of Inc-500 award 2 consecutive years
  • Winner of Ernst & Young / USPAACC Fast-50 award 2 consecutive years
  • Winner of USPAACC Top-10 Award in the Northeast US
  • IBM Business Partner
  • Oracle Business Partner
  • Adobe Business Partner
  • NYSA Member - New York Staffing Association - Regional Affiliate of ASA / American Staffing Association
  • NYS MBE certified
  • Our Consultants love working for IIT

  • Competitive compensation
  • W2 or C2C
  • Biweekly Direct Deposit for W2 Consultants
  • Visa and Green Card sponsorship opportunities for qualified individuals
  • Local contact for you to meet and talk to anytime (not someone sitting overseas in a different time zone)
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    IIT is an Equal Opportunity Employer