Customer Service Representative – Human Services

About the Department

BILINGUAL STIPEND AVAILABLE

Position Duties

• 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.
• 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.

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. Bilingual proficiency in Spanish and English. Pre-Employment Requirements Must pass conditional post offer background investigation and drug screen.
• 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.
• High school diploma or equivalent education.
• Two years of customer service experience. Associate’s degree or higher may substitute for the required experience.
• Associate’s degree or higher may substitute for the required experience.
• Experience in a human services agency.
• Bilingual proficiency in Spanish and English.
• Must pass conditional post offer background investigation and drug screen.

Other Qualifications

• Duties are performed in a high-volume work environment with exposure to clients in stressful situations. The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

Benefits

• Full-time employees are eligible for the following benefits: Medical, dental, and vision benefits Paid vacation, sick, and personal leave 11 paid holidays Onsite health centers Onsite fitness centers Reach Your Peak wellness program Short and long term disability Life insurance Flexible spending accounts to include dependent care Employee assistance program Tuition reimbursement Retirement plan Deferred compensation (457b) Click on links for detailed benefits information and the El Paso County Retirement Plan website .
• Medical, dental, and vision benefits
• Paid vacation, sick, and personal leave
• 11 paid holidays
• Onsite health centers
• Onsite fitness centers
• Reach Your Peak wellness program
• Short and long term disability
• Life insurance
• Flexible spending accounts to include dependent care
• Employee assistance program
• Tuition reimbursement
• Retirement plan
• Deferred compensation (457b)

Supplemental Questions