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</o:shapelayout></xml><![endif]--></head><body bgcolor=white lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Wright, Jennifer (OFB-FK) [mailto:JenniferN.Wright@ky.gov] <br><b>Sent:</b> Thursday, July 28, 2011 2:34 PM<br><b>To:</b> WFD DFB Users; Smith, Chris H (OFB-FK); Jessee, Allison F (OFB-FK); Smits, Ann (CHFS DMS); Ann Smits; Becky Cabe; Bess Douthitt; Monterosso, Bill (OETCO-FK); Hunt, Chad (OFB-BG); McNabb, Cora L (OFB-FK); George Stokes; Gordon-Brown, Gerry (CAP-FK); Gerry Rader Slusher; Jim Shaw; Joey Couch; Kay Mathis; Kenny Jones; Kim Zeigler; Michael Freeholm; Dahmke, Mitch; Shirley, Patrick B (Education Cabinet); Paul Wiese; Paula Wiese; Nesbitt, Richard (OFB-FK); Roger Schaf; Sharon Fields; Sharon Fields (work); Matthews, Soraya - Division of Learning Services; Deeley, Stephen P (OFB-LV); Hammons, Twyla S (OFB-SS)<br><b>Subject:</b> FW: Job Opportunity Louisville Call Center Beneficiary Service Representative<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Job position available for a blind or visually impaired individual. Details below. Please feel free to forward to anyone you know, who might be interested.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Insight email [mailto:lpaulwiese@insightbb.com] <br><b>Sent:</b> Thursday, July 28, 2011 1:57 PM<br><b>To:</b> Wright, Jennifer (OFB-FK)<br><b>Subject:</b> Fw: Job Opportunity Louisville Call Center Beneficiary Service Representative<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Jennifer, would you pass this along to the counselors. I didn't want to wait until the SRC meeting to pass is information along. I was asked to pass this information to the blind and vision impaired contacts.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Paul Wiese<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>----- Original Message ----- <o:p></o:p></span></p><div><p class=MsoNormal style='background:#E4E4E4'><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> <a href="mailto:jywanzam@Bosma.org" title="jywanzam@Bosma.org">Jywanza Maye</a> <o:p></o:p></span></p></div><div><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>To:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> <a href="mailto:lpaulwiese@insightbb.com" title="lpaulwiese@insightbb.com">lpaulwiese@insightbb.com</a> <o:p></o:p></span></p></div><div><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Sent:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> Wednesday, July 27, 2011 11:24 AM<o:p></o:p></span></p></div><div><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Subject:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> Job Opportunity Louisville Call Center Beneficiary Service Representative<o:p></o:p></span></p></div></div><div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Hello Paul, <o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>It was great speaking with you yesterday. Below is the job description we spoke about yesterday. You can forward it to any list you feel is relevant. Thank you very much for your help!! <o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Jywanza <o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>BOSMA ENTERPRISES<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center'><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><h1><span style='font-family:"Arial Narrow","sans-serif"'>JOB DESCRIPTION<o:p></o:p></span></h1><h1><span style='font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></h1><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal style='margin-left:2.0in;text-indent:-2.0in'><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Position Title: </span></b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Louisville Call Center Beneficiary Service Representative <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Status: </span></b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Non-exempt<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Reports to: </span></b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Contact Center Manager<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Overall Responsibility: <o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif";color:black;layout-grid-mode:line'>Effectively answer inbound calls utilizing available resources. Resolve customer service issues in a professional and courteous manner. Effectively communicate information with internal and external customers. Prioritize workload to continuously answer incoming calls and maintain established schedules and deadlines. Utilize information systems for maintenance and reporting issues.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Education and Experience</span></b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>High school diploma or GED required. Four year college degree preferred. (May substitute equivalent education and/or experience for degree). <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Two years experience in Customer Service and/or Call Center industry required. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Proficiency with Assistive Technology required. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Two years technical experience in a managed care environment desired. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>1 – 3 years of military, healthcare, or managed care or related experience desired. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>U.S. Citizenship required<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Required Skills and Abilities: <o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Excellent interpersonal skills to include active listening and the ability to promptly respond to customers’ needs.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to communicate effectively and professionally, both orally and in writing, to meet the needs of the organization and its customers<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to be proficient in Microsoft applications with speed and accuracy.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to type a minimum of 35 WPM.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to define problems, establish facts and draw valid conclusions. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to input customer data into prescribed computer software concisely, accurately and in a timely manner.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to use an internet interface to input data.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to spend extended periods of time seated at a computer work station while using a headset, telephone and computer.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to interact well in a team environment<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to proactively problem solve. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to handle confidential files and data with discretion.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to be a self-starter capable of being organized and multi-tasking with little or no supervision.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to be dependable both in attendance and job performance.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Ability to work varied hours and rotating shifts as business needs dictate.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Job Duties and Responsibilities:</span></b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>The essential functions of the Call Center Beneficiary Service Representative position consist primarily of, but are not limited to, the following:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Greet callers, establish rapport and project professional tone within established service standards.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Utilize prescribed software to document customer data and follow-up with little or no supervision<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Provide prompt follow-up, both internally and externally, on customer requests.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Address customer issues, assuring that contract service levels and objectives are met. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Respond to and manage all contract calls using customer-oriented etiquette.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Maintain proficiency with technology used in the day-to-day operation of the Call Center. <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Maintain strict confidentiality of sensitive customer and company information.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Effectively manage and adapt to change within the organization with a positive attitude.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in'><span style='font-size:14.0pt;font-family:Symbol'>·</span><span style='font-size:7.0pt'> </span><span style='font-size:14.0pt;font-family:"Arial Narrow","sans-serif"'>Follow all Bosma policies, process, and procedures.<o:p></o:p></span></p><ul style='margin-top:0in' type=disc><li class=MsoNormal style='mso-list:l0 level1 lfo3'>Contribute to the overall efficiency and effectiveness of the call center by performing other duties as assigned. <o:p></o:p></li></ul><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If you are interested, please forward your resume to <a href="mailto:jywanzam@bosma.org" title="mailto:jywanzam@bosma.org">jywanzam@bosma.org</a>. If you have any questions, I can be reached at either <a href="mailto:jywanzam@bosma.org" title="mailto:jywanzam@bosma.org">jywanzam@bosma.org</a> or at (317) 514 2420 <o:p></o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div></body></html>