Company Description

Job title: Customer Service Representative - Bi-lingual(English/Spanish)

Location: 200 N. Kentucky Ave, Lakeland, FL 33801

Job Description:
Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby.
** Ensures lobby equipment (example: copier, phone, and fax) and forms are operationally available to customers throughout the day.
** Answers general inquiry questions related to program requirements, application processing, case status, and benefit information.
** Logs customer into computer-based system for data collection and customer service resolution; follows established procedures to escalate complex customer inquiries to ensure resolution.
** Educates customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets.
** Assists customers with referrals to other agencies and community resources.
** Monitors lobby traffic flow and notifies supervisor of any issues.
** Completes client registration clearances (CRAD) as needed.
** Requests all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures.
** Ensures electronic case records are documented thoroughly and properly as required by Department procedures.
** Processes incoming and out going mail and scanning documents into the appropriate electronic file.
** Performs special work assignments and other related work/duties as required or assigned.
** Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Skills/Knowledge:
Knowledge of the principles and techniques of effective communication.
Knowledge of office procedures and practices.
Knowledge of basic arithmetic.
Ability to deal with the public in a tactful, courteous and effective manner.
Ability to speak clearly and correctly.
Ability to listen effectively.
Ability to record and evaluate data relating to applicant employment or assistance for health care or community services.
Ability to understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services.
Ability to review data for accuracy and completeness.
Ability to organize and maintain filing systems.
Ability to perform basic arithmetical calculations.
Ability to plan, organize and coordinate work assignments.
Ability to communicate effectively.

Additional Information

All your information will be kept confidential according to EEO guidelines.