Customer Service Representative – Human Services

Full Job Description

**This position may be in-person only. Spanish is required.**

We are seeking a customer-focused individual to support either our Customer Service Line or Front Lobby operations. In this role, you will assist our community by providing accurate information and connecting customers to the appropriate resources.

This position requires exceptional customer service skills, including the ability to communicate clearly, assess customer needs, and provide timely, solution-oriented support in a fast-paced environment.

If you enjoy helping others and working in a team-oriented environment, we encourage you to apply today!

Anticipated Hiring Rate: $39,613.60

This position has an anticipated work schedule of Monday – Friday, 8:00am – 5:00pm; subject to change.

Provides customer service, information, and administrative support to Department of Human Services (DHS) clients and the public. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Requirements

Provides customer service, information, and intervention to DHS clients and the public; answers questions, responds to complaints, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs.

May greet and assist visitors and ensures the public entering DHS receives necessary direction.

Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.

Communicates via phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.

Issues Electronic Benefits Transfer (EBT) cards for assistance programs as assigned; resolves EBT account problems as needed.

Provides information on housing, rent rebate, and other community agency referrals based on client need.

Receives incoming monies to the department, issues receipts for payments, and removes overpayment amounts as directed by Finance as assigned.

Reads and discerns case comments and communicates appropriately with a variety of clients.

Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.

Ensures files and incoming unit mail are distributed accurately to appropriate personnel.

Reads, understands, and complies with agency letters and department policies and procedures as related to regular job duties and tasks.

Diffuses hostile client interactions; may direct lobby traffic when emergency situations arise.

Performs other duties as required.

Supervision Exercised: This classification does not supervise or direct others and has no supervisory authority.

Supervision Received: Receives Direct Supervision: This classification normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. Frequent direction, guidance, and coaching from supervisor is expected.

Qualifications

Knowledge, Skills & Abilities

• Working knowledge of personal computer systems and computer programs.
• Working knowledge of Microsoft Office programs preferred.
• Ability to perform basic mathematical functions.
• Ability to learn and proficiently use multiple computer programs to provide accurate customer service.
• Ability to use standard office equipment including computer, fax machine, copier, and telephone.
• Ability to perform multiple tasks in a highly stressful and high-volume work environment.
• Ability to provide excellent customer service. Ability to interact with difficult and potentially hostile clients.
• Ability to efficiently plan, schedule, and organize in a detail-oriented work environment. Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to work effectively with co-workers, DHS personnel, and clients; ability to communicate effectively both verbally and in writing.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Two years of customer service experience.
  • Associate’s degree or higher may substitute for the required experience. 

Preferred Education & Experience

• Experience in a human services agency.
• Bi-lingual proficiency in Spanish and English.

Pre-Employment Requirements

• Must pass conditional post offer background investigation and drug screen.

Additional Information

Duties are performed in a high-volume work environment with exposure to clients in stressful situations.

The classification specification above is intended to represent only the key areas of responsibilities and minimum qualifications; specific job assignments, duties, education, experience, licenses/certifications, and environmental conditions will vary depending on the needs of the department/office and the particular assignment. Changes to this document may only be made by a member of the Human Resources Department.