Customer Service Representative 2 - 211 Idaho CareLine at Idaho Division of Human Resources in Boise, Idaho, United States Job Description Customer Service Representative 2 - 211 Idaho CareLine Posting Begin Date : 2023 / 11 / 08 Posting End Date : 2023 / 11 / 21 Category : Community Services Sub Category : Communications Work Type : Part Time Insurance and Retirement Eligible Remote : Flexible Hybrid Location : Boise, ID, United States Minimum Salary : 15.

96 Maximum Salary : 15.96 Pay Rate Type : Hourly Description DEPARTMENT OF HEALTH AND WELFARE DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS People Making a Difference Applications will be accepted through 4 : 59 PM MST on the posting end date.

How would you like to make a difference in the health and safety of the citizens of Idaho and have an impact on your community?

The Division of Family and Community Services has an exciting employment opportunity for a Customer Service Representative 2 with the 2-1-1 Idaho CareLine at our Westgate office in Boise.

The 2-1-1 Idaho CareLine, a free statewide community Information and Referral service, is available to link Idahoans with health or human service providers and programs.

This position requires a distinctive skill set; the incumbents must have the ability to think critically through challenging social service needs, systemic issues, and the technology needs of a call center.

Candidates must also possess the skills and knowledge to manage and supervise difficult, problem solving calls that provide solutions to customers.

Telework is available upon successful completion of training. We are a dedicated team looking for individuals with the right skills who wants to join us in making a difference.

Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply.

The ability to fluently read, write, and speak both Spanish and English is preferred. The Idaho Department of Health & Welfare is a drug-free workplace.

Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test.

In addition, successful candidates will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation.

Temporary positions are limited to working 1,385 hours in a 12-month period for any one state agency. Employees are eligible for benefits if they work twenty (20) hours or more per week and the term of employment is expected to exceed five (5) continuous months.

BENEFITS : BEST RETIREMENT AVAILABLE IN THE NATION We have one of the Nation's best state retirement systems ( (PERSI) that offers a lifetime benefit.

OTHER EXCELLENT BENEFITS excellent medical, dental and vision ( insurance generous vacation and sick leave accrual beginning as soon as you start 11 paid holidays a year paid parental leave multiple savings plans, optional 401K, and optional 457 basic life insurance for employee and family (employee covered at one times annual salary;

spouse covered at $10,000; child covered at $5,000) wellness programs ongoing training opportunities an opportunity for student loan forgiveness ( and more EXAMPLE OF DUTIES : Maintaining record keeping systems by adding deleting, or updating information.

• Conducting telephone interviews to determine customers' requests and needs. Providing specialized information about agency programs and services.
• Researching and interpreting laws and technical information. Clarifying, explaining, and resolving complex, varied and sometimes controversial and / or volatile issues, and preparing clear and concise responses for customers.
• Researching information beyond existing procedures for many solutions and answers to questions. Working cooperatively with staff from their own units and other divisions.
• Answering phones, screen and channel calls. Completing forms with required information. Verifying completeness of applications and forms.
• Compiling data and preparing reports. MINIMUM QUALIFICATIONS : You must possess all the minimum qualifications below to pass the exam for this position.

Please make sure your resume or work history supports your meeting the minimum qualifications for this position. Failure to do this may disqualify you from being considered for this position.

It is highly recommended to attach a one-page cover letter to your application to demonstrate how you meet the requirements below.

Some knowledge of interviewing methods.Typically gained through professional experience interviewing, or through training in effective interviewing practices.

General reception experience required of receptionists is non-qualifying.) Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments.

Typically requires at least six (6) months or more of full time experience interpreting, explaining and applying regulations, laws or complex policies to process documents and to help customers through processes.

Experience accessing data using a computerized system.Typically requires at least six (6) months or more of experience accessing data using a computerized system.

Using a computerized cash register does not qualify. Experience independently handling complaints and upset individuals in a business setting.

Typically requires at least six (6) months of full time experience in a business setting where I handled upset or angry customers.

Experience in a retail environment would qualify. Experience conducting sensitive fact-finding interviews.Typically requires at least six (6) months of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature.

Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services.

Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.

Experience working with multiple electronic devices, systems, and data records.Typically requires at least six (6) months experience with multiple devices such as high-speed scanner, computerized databases, electronic case file systems, etc.

Ability to speak English & Spanish fluently. You may be assessed on your abilities during a hiring interview. Ability to read and write Spanish and English fluently.

You may be assessed on your ability to read and write English & Spanish during a hiring interview. DEPARTMENT OF HEALTH AND WELFARE Learn About a Career with DHW (PLEASE NOTE : application assistance is not available after the business hours listed below, on the weekends, or on holidays and you must apply before 4 : 59 pm on the closing date.

When applying, use CHROME as your browser to avoid complications. If you have questions, please contact us at : Email is the quickest way to get an answer to your questions.

answered Monday through Friday during business hours MST) EMAIL : email protected PHONE : (208) 334-0681 EEO / ADA / Veteran : The State of Idaho is commi To view full details and how to apply, please login or create a Job Seeker account

Last updated : 2024-05-01