• Answer inbound calls from both internal and external customers • Serve as a liaison between the department and those customers being served • Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines • Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers • Respond to inquiries and provide assistance to customer requests • Properly document requests and provide responses in compliance with internal policies and state and federal law and escalated concerns or issues • Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others • Perform related duties as assigned. (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics • Monitor work of unit personnel ensuring standards are met for assigned business functions/channels of service • Develop, maintain, and monitor unit standards, processes, and procedures to ensure efficient, accurate processing • Assure effective communications are maintained within the Unit and externally • Be alert to customer trends and potential problems, escalate issues as appropriate • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels • Coordinate with other units/departments to facilitate special requests and resolve workflow issues

• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics • Contribute to the achievement of division and corporate action plans • Establish effective relationships with direct reports and maintain/improve employee satisfaction • Monitor work of unit personnel ensuring consistent, accurate, and timely processing • Develop, maintain, and monitor unit standards, processes, and procedures • Assure effective communications are maintained within the Unit and externally • Be alert to customer trends and potential problems developing that negatively impact service • Act as a subject matter expert for call handling processes and procedures • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels • Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries

• Facilitate training courses across the academy in alignment with strategic business needs. • Partner with Learning Business Partner and Instructional Design and Development HUB resources to execute business initiatives and ensure accurate content is available for and delivered in training courses. • Leverage Learning Technology strategy to support the business, reinforce training and close employee’s performance gaps • Participate in strategic learning projects that align with Business initiative • Provide Attendance, Training Plans, Training Reports and other insights from training courses