Customer Service Representative – Human Services (Part-Time)

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VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

VALUES

Service Focused

• Collaborative
• Accountable
• Trustworthy
• Transparent
  
  
  

Job Summary

We are seeking a dynamic individual for our Customer Service Line! As an agent on this team, you will be dedicated to delivering exceptional customer service through our main console phone line. This role will involve using your critical thinking skills to assess each caller’s needs and ensure that they get the resources and information they are calling about. We are seeking a positive individual with a strong work ethic and someone who strives for excellent attendance. This role will require the ability to multi-task, as you will be answering questions with clients and looking up their information during each call. If you want to be part of an amazing team, apply now!

Hiring Range: 18.173 - $19.616 hourly

Anticipated Hiring Rate: $19.045 Hourly

This position has an anticipated work schedule of Monday – Friday, 9:00am – 3:00pm; Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change .

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

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.

Essential Duties/Responsibilities

• 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.
  
  
  

Work Conditions

Duties are performed in a high-volume work environment with exposure to clients in stressful situations. This is a part-time position regularly working up to 25 hours per week.

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.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.