Knowledge Services,  established in 1994 and headquartered in Indianapolis IN, is a certified woman-owned (WBE) professional services organization with over 1500 employees located in offices throughout North America.  Founded by Julie Bielawski, CEO, Guidesoft, Inc. DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services.  We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.

As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships.  We believe titles do not define a person, but provide a framework to each person’s endless potential.  Our focus on improving our team, product and processes drive us every day.  We are guided by our four Pillars that set the foundation of who we are and how we conduct business:  Knowledge, Integrity, Innovation, and Service. 

In addition to the current job requirements of an Eligibility Assistant, the EA Working Leader will act as a liaison between the Knowledge Services Employee Relations Representative, DFR Management and Eligibility Assistants. The ideal candidate will be highly organized and have the ability to work collaboratively with current Eligibility Assistants. A current understanding of EA job duties and expectations is essential.

EA Duties:

• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel;
• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department;
• Reviews information provided by clients, assist clients in accessing computer applications, and may explain various program requirements;
• Receives, sorts, and routes mail;
• Furnishes standardized information upon request;
• Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes;
• Reviews, verifies client information;
• Prepares and maintains assigned files;
• Operates office machinery related to general office activity, such as computer, copier, calculator and FAX machine;
• Reports on a daily basis the number of clients assisted and the type of assistance provided; and
• Performs other duties as assigned.

Additional Duties of EA Working Leader:

•  Ensure weekly time-sheets from all EA staff are submitted on time                           
• Ensure policies and procedures are followed as instructed by Management
• Act as the designated contact with Knowledge Services Employee Relations Representative to bring any questions, suggestions or problems to the attention to DFR Management as needed
• Instruct and implement procedural changes from management
• Ensure all Paid Time Off (PTO) is approved and submitted accurately
• Coordinate lunches and breaks to maintain appropriate coverage
• Accept other duties as assigned

Job Requirements:

•  Thorough knowledge of agency and office procedures;
• Working knowledge of specialized computer screens/forms and procedures used in the assigned work;
• Basic knowledge of agency program terminology and special regulations;
• Ability to gather information from client;
• Ability to maintain confidentiality;
• Ability to provide appropriate information to clients and visitors;
• Ability to operate a variety of office equipment;
• Training in Indianapolis (as needed)
• Ability to make weekly travel to local offices.
• Ability to communicate effectively, displaying courteous behavior both in person and on the telephone; and
• Performs moderately complex tasks following established procedures and practices

Qualifications

• Comfortable in Leadership role
• High school diploma or equivalent
• Recent experience in a clerical role/customer service
• Proven job stability
• Customer service oriented
• Strong desire to help others
• Computer knowledge 

Personal Work Relationships: Contacts are with the general public, clients, office staff, and other agencies for the purpose of furnishing and collecting information to expedite the daily work flow.

Physical Effort and Work Environment: Work is performed in standard office environment with limited physical demands.

Responsibility: Assignments are carried out in accordance with standardized procedures and general work instructions that require following appropriate methods. Incumbent makes choices in performing a wide variety of standardized tasks or assignments. Work may be spot-checked occasionally while in progress and upon completion. Incumbent must use judgment in the selection of applicable methods and procedures. Inconvenience, loss of time, embarrassment to the agency, and delay of services to clients could result from errors in relaying inaccurate information.