Esa Call Center Specialist

Arizona Department of Education

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.

Empowerment Scholarship Account (ESA) Section - Phoenix, Arizona

Salary: $51,500
Grade: 18
Closing Date:
Open until filled

• Responsible for handling inbound calls, addressing Help Desk tickets, managing email inquiries, and providing comprehensive assistance on general ESA program inquiries.
• In-state travel may be required.
• Candidates must work in-office five days per week and may work a rotating remote shift two to three days per month. Remote shift hours are typically 11am-8pm, Monday-Friday.

• Answer inbound calls, Help Desk tickets, and email inquiries related to the ESA program.
• Provide thorough and comprehensive assistance for general program inquiries.
• Accurately document account interactions and maintain detailed records.
• Research and apply all related ESA policies and procedures, statutes, related rules, and escalating concerns when necessary.
• Collaborate on special projects as assigned.

• Knowledge in
  :
  Customer service principles and practices; call center technology and software; high volume customer service experience.
• Skills in
  :
  Critical thinking and logical reasoning; strong organizational skills; exceptional verbal and written communication; active listening and problem-solving; multi-tasking and prioritizing in a fast-paced environment; documentation and record-keeping;
  Microsoft Office suite, specifically Outlook and MS Teams.
• Ability to
  :
  Multi-task and thrive in a fast-paced, performance-driven environment with high accuracy; work independently; research and implement ESA policies, procedures, and regulatory guidelines; communicate and engage respectfully; respond promptly to inbound calls, Help Desk tickets, and email inquiries; collaborate efficiently; identify and elevate notable concerns; participate in special projects and initiatives.

• Preference will be given to applicants with an associate’s degree or higher, and/or who have knowledge of the ESA program (statutes, rules, and regulations), and/or are bilingual in Spanish.

• Offers are contingent upon successful completion of all background and reference checks, required documents, and, if applicable, a post-offer medical/physical evaluation.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

• Affordable medical, dental, life, and short-term disability insurance plans.
• Top-ranked retirement and long-term disability plans.
• Ten paid holidays per year.
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years.
• Sick time accrued at 3.70 hours bi-weekly.
• Paid Parental Leave—up to 12 weeks per year paid for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan.
• Wellness plans.

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to a waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and an effective date.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format. Requests should be made early to allow sufficient time to arrange the accommodation. To submit your resume, click the APPLY NOW button below. Having trouble applying for this position? Email HRIShelpdesk or call  for assistance.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling  or emailing Human.

Resources. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.