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Help Desk Supervisor – Chicago, IL (ID# 14547)

Cherokee Nation Operational Solutions (CNOS) provides a complete line of medical equipment and supplies along with innovative office products and services to businesses and health care facilities throughout North America. Wholly owned by Cherokee Nation, Cherokee Nation Operational Solutions is part of the Cherokee Nation Businesses’ family of companies.

For more company information, visit our site at http://cherokee-os.com/Pages/Home.aspx

SUMMARY

Supervises basic Help Desk (Tier I) and customer case processing Help Desk (Tier II) support personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

  • Provide complete, orderly, and traceable storage of all incoming and outgoing Help Desk inquiries and responses (including all methods of communication / via telephone, postal mail, delivery services (i.e., UPS, FedEx), e-mails, and facsimile).
  • Provide a timely initial, and, as required, final response to all customer inquiries in accordance with approved OFLC response scripts in a courteous and business-like manner.
  • When necessary, conduct additional research and develop substantive response scripts for review and approval by designated OFLC Government staff to be contained in a Knowledge Base/Frequently Asked Questions (FAQ) document repository where Government-approved content will be used as scripts to provide standardized inquiry response.
  • Prepare and transmit correspondence or other official responses that are timely, accurate, responsive to the customer's inquiry, and compliant with established OFLC Standard Operating Procedures (SOPs; e.g., updating case notes or other Government case management or tracking systems/files per OFLC policies/processes).
  • Gather and provide data in support of requests under Freedom of Information Act (FOIA), internal DOL inquiries, fraud referrals, FAQ updates, website updates, and other administrative/operational OFLC data calls within timeframes established by OFLC Government staff and SOPs.
  • Performs other job related duties as assigned.

SUPERVISORY/MANAGEMENT AUTHORITY

Leads and or guides the work of others.

EDUCATION and/or EXPERIENCE

BS/BA in Finance or Business is desired but not mandatory and 3 years of related experience.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledgeable in all methods of communication / via telephone, postal mail, delivery services (i.e., UPS, FedEx), e-mails, and facsimile.

WORK ENVIRONMENT

Work will be performed in a climate controlled office environment.
 

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: EEO Statement | EEO Poster

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may email “CNB.Compliance@cn-bus.com” for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.

For Pay Transparency Non Discrimination provision, please copy and paste the following link: Pay Transparency Nondiscrimination Provision

We maintain an Affirmative Action Plan for the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 Request to View Affirmative Action Plan to the Compliance Administrator at “CNB.Compliance@cn-bus.com” This email box is not for resumes or follow up on job applications.