Job description

Summary
This office and administrative support position will provide plan creation and updates for new and existing programs. Primary functions will be to audit rates and programming for new and existing programs on an ongoing basis, communicate updates and changes and operate data entry devices including verifying data.

Required Education and Experience

· High school diploma or General Education Degree (GED)

· 2 or more years of related experience and training that would enable performance of the full scope of the position

· Working knowledge of fundamental operations of relevant software, hardware and other equipment

· Proficient in Adobe Pro

· Proficiency knowledge of Microsoft Office products (Excel, Outlook, Word) & related software applications

· Excellent computer and troubleshooting skills

· Strong documentation skills

· Knowledge and experience of customer service best practices

· Strong mathematics proficiency

Preferred Education and Experience

· Bachelor’s degree in Math or related field

· Advanced skills with Microsoft Office products (Excel, Outlook, Word) & related software applications

· Typing skills of 40 WPM or more

Position Type/Expected Hours of Work

· Full-time position

· Standard days are Monday through Friday

· Standard hours are 40 hours per week (dependent on workload)

· Schedule flexibility will be allowed if pre-planned andapproved

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

· Problem solving - the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

· Interpersonal Skills - the individual maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.

· Oral communication - the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills, and conducts meetings as required.

· Written Communication - the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.

· Planning/organizing - the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

· Quality control - the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.

· Adaptability - the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events.

· Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

· Safety and security - the individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

Essential Functions – General

· Maintain the highest level of confidentiality and professionalism

· Daily communication to discuss and prepare plans and rates for new and existing programs

· Monitor all requests. Based on urgency, follow up on and facilitate completion of requests.

· Follow standard Support Desk procedures, track and route requests and document resolutions

· Monitor completion of tickets and ticket resolution within appropriate time frames and deadlines

· Utilize Ticket Tracking Support Desk software to manage and track tickets

· Produce weekly activity reports and ensure communications is frequent and bi-directional

· Follow up with requesters to ensure requests have been completed and resolved in a timely manner

· Stay current with system information, changes, and updates

· Process form mapping requests to service, provide and test functionality

· Endeavor to remain composed and resilient in the face of conflict with internal business relationships embracing each encounter as an opportunity for professional growth

· Build, strengthen, and maintain positive business relationships by establishing rapport with customers (agents, dealers, and internal personnel)

· Address customer issues and ensure effective and long-term problem resolution

· Provide timely feedback to the company regarding service failures or customer concerns

· Maintain customer account information and communicate to other departments, as needed

· Maintain ongoing two-way communication promoting professionalism, teamwork, positive employee morale, and outstanding customer service

· Return phone messages and emails within one business day

· Complete all other duties as required and/or necessary as requested by management

· Work collaboratively, problem solve, make recommendations, and implement process improvements

· Escalate concerns through the appropriate channels in accordance with policies and procedures

· Maintain a neat, clean, and organized work area

· Willingness to accept additional tasks, special projects, and other related duties and/or direction as assigned and work collaboratively with other AGWS Managers and staff

· Ability to work additional hours, evenings, weekends, and holidays to meet deadlines, company, and industry demands

· Interact with Management and guests presenting a polished and professional image in all settings

The duties listed above are not designed to cover or contain a comprehensive listing; they are intended only as illustrations of the various types of work that may be performed. The omission of specific duties, responsibilities and activities does not exclude them from the position; as they may change at any time with or without notice.

Our Benefit package includes:

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life and AD&D Insurance for Employee

Additional Life and AD&D Insurance for Employee, Spouse and Children

Long Term Disability

Critical Illness

Accident

Pet Insurance

Employee Assistance Program

401(k) Savings Plan with Match

Paid Holidays

Paid Vacation

Paid Sick Days

Tuition Reimbursement

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Briefly describe your skill level in Microsoft Excel.
• This position has a hybrid schedule. Are you able to commute to our office in Warrenville, IL up to 3 days a week?
• What are your salary expectations?

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Adobe Pro: 1 year (Preferred)

Work Location: Hybrid remote in Warrenville, IL 60555

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