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General Summary:

Responsible for supporting all incoming inquiries from service providers participating in the Ticket to Work Program to ensure customers are satisfied and staff meets business needs and expectations. Directs and supervises staff responsible for resolving processing issues, payment processing status, analyzing data and outreach for solving issues and more. Ensures staff has the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Essential Duties and Responsibilities:

+ Supervises and monitors day-to-day activities of Help Desk agents to ensure all matters adhere to the established Service Level Agreements (SLAs).

+ Develops and maintains advanced customer service knowledge and skills.

+ Provide oversight and day-to-day management of all workload/workflow demands.

+ Oversee and manage the capturing and analysis of inquiry data and produce regular and ad hoc reports.

+ Develop and perform QA review of inquires received and provide feedback as needed.

+ Aids in the development or improvement of these skills for supervised staff on a continuous basis.

+ Responsible for setting priorities and coordinating activities that align with set objectives and goals.

+ Provide oversight of inbound calls, outbound calls, and emails received from service providers supporting the Ticket to Work Program

+ Monitors issue and ensures that Service Level Agreements are met.

+ Identifies key issues and areas for improvement to streamline or implement new recommended procedures.

+ Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures

+ Communicates and collaborates with management effectively to provide and analyze metrics and reports.

Knowledge, Skills, and Abilities:

+ Detailed knowledge of VR cost reimbursement processes and procedures.

+ Detailed knowledge of EN payment processes and procedures.

+ Knowledge of SSA’s Internet Ticket Operations Provider Support System (iTOPSS)

+ Knowledge of the Ticket Program Manager’s roles and responsibilities

+ Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)

+ Excellent written and verbal communication skills.

+ Strong leadership and customer service skills.

+ Ability to organize and supervise staff for maximum efficiency.

+ Advanced problem solving and interpersonal skills.

+ Strong customer service approach.

+ Ability to build, coach and mentor effective teams.

+ Ability to maintain consistent progress towards set priorities.

+ Dedicated focus on accuracy and attention to detail.

+ Ability to obtain Public Trust SSA suitability determination.

+ Ability to remain calm and courteous towards customers, staff, and management in periods of stress.

+ Ability to develop and maintain good working relationships with all customers and co-workers.

Minimum Qualifications:

+ **Education:** Bachelor’s Degree preferred or equivalent relevant experience.

Relevant Work Experience:

+ 4-6 years of customer service experience or related public relations experience.

+ 3-5 years of management experience.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

66,800 - 90,000.00

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.