Job Location: This position will be located at 930 Wildwood Drive, Jefferson City, MO 65109
Why you’ll love this position:While working in the Bureau of WIC and Nutrition Services, you will help us improve the nutritional health status of financially eligible and nutritionally at-risk women, infants and children. We are committed to a culture of teamwork to accomplish our goals together. We maintain a friendly and highly productive work environment, delivering excellence through collaboration with partners and stakeholders, and we embrace a work-life balance by prioritizing respect, boundaries, and time. We are seeking a seasoned lead customer service representative to utilize their technical and professional skills to ensure the unit delivers the highest level of customer service. At this level, problems are often of a non-routine nature, requiring judgment in determining an appropriate course of action, and increased technical knowledge to identify and troubleshoot the technical issue. You will be a subject matter expert sharing knowledge with fellow customer support team members. We're on the lookout for someone who can hit the ground running and drive exceptional customer experiences. If you're a people person with a passion for communication, multitasking and tackling new challenges, we want you!
This position may be eligible for a hybrid schedule after a successful onboarding period and will be required to be in office a minimum of two days per week if approved. Flexible scheduling may also be considered.
- Serve as a WIC system subject matter expert and point of contact for internal and external stakeholders seeking technical assistance of a variety of WIC systems.
- Specialize in resolving complex technical support issues, such as diagnosing user errors, hardware-related problems or in-depth troubleshooting which may not be resolved by first-line customer service representatives.
- Research and resolve technical issues and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements; Escalate unresolved problems to higher level of support.
- Identify and classify issues and resolution reasons within the Genesys call center application and the customer support system.
- Meet unit thresholds of response and resolution time.
- Serve as a subject matter expert on various system and software products and provide professional troubleshooting, resolution and service to WIC stakeholders. After successful onboarding, conduct on-the-job training with newly hired customer service representatives.
- Manage other assigned tasks through Trello, Genesys and other project management tools as required.
- Review issues for patterns and recommend possible corrective actions like process optimization, workflow standardization, software updates, knowledge articles, training resources, client communications, etc. to support client independence and employee development.
- Assist in technical systems coaching, training and providing first-line customer service representatives assistance from call escalation. This position does not directly supervise staff.
- Provide WIC customer service to 116 local agencies (LAs) at statewide sites, answer questions, and log required information into the help desk log.
- Interact with customers professionally and consistently respond to questions sent to the help desk email account in a timely fashion.
- Assist in testing new WIC technology system releases.
- Assist in developing and maintaining unit procedures.
- Schedule end of month jobs, troubleshoot end of day or end of month job failures.
- Perform system updates requiring administrative level access and support (e.g., updating clinic information, adding new incomes, reference utility items, etc.)
- Monitor system for duplicate or data integrity issues.
- Perform system queries in SQL Management studio when necessary.
- Effectively communicate information across a variety of audiences.
- Assist with the development and maintenance of Tableau dashboards.
- Participates and supports staff training related to new technology.
- Responds promptly to requests for information.
- Other related work as assigned.
Minimum Qualifications: - Possess high school diploma or high school equivalency certificate, and
- 4-6 years of relevant experience, customer support, technical help desk experience or closely related work.
- The ideal candidate will be highly motivated, ability to be self directed, service-minded and committed to positively representing WIC and our goals.
- Competitive candidates will have experience in building customer service processes, conducting training, strong knowledge of CRM systems and a passion for helping customers and resolving their technical system issues.
- Experience in Genesys, Sharepoint, Excel, SQL or similar tools is highly desired.
Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .
