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Customer Service Agent (Dhs Call Center) - Denver Human Services

Company

City and County of Denver
Address , Denver, Co
Employment type FULL_TIME
Salary $19.72 - $29.58 an hour
Expires 2023-07-29
Posted at 11 months ago
Job Description
About Our Job
This posting will accept applications until May 30th. Please apply as soon as possible.
The City and County of Denver utilizes a hybrid model workplace that balances the responsibilities of public service with the benefits of a flexible work environment. Employees work where needed, at a city site and/or in the field at least three days a week, and telecommute remotely at a designated workplace within the State of Colorado the remaining days.
About Denver Human Services
Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we’d love to work with you!
Diversity in the City
The City and County of Denver is committed to cultivating a culture of equity, diversity, and inclusion. This commitment is woven into our values and belief that we are strongest when we embrace and celebrate our differences. We aim to have employees who are as diverse as our residents, with different perspectives and unique ways of thinking. If you share these values and our enthusiasm for equity, we encourage you to apply to join our team.
Denver Human Services (DHS) is currently seeking a passionate, bilingual (preferred not required), and dedicated individual to serve as a Customer Service Agent in the DHS Call Center. As a Customer Service Agent, you will perform comprehensive and technical customer service through high volume phone calls for the Family and Adult Assistance Division (FAAD). Call Center employees will be required to handle a minimum of 65-80 incoming calls per day from new and current clients receiving benefits through FAAD assistance programs.
The Family and Adult Assistance Division has a dedicated staff that listens, advises, and helps people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need.
Additionally, the Customer Service Agent:
  • Performs other related duties as assigned
  • Creates or accesses cases in the Customer Relationship Management (CRM) module of PeopleSoft to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies
  • Provides complete and accurate information to customers, which involves identifying customer needs and explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of DHS procedures, programs, services, and CBMS
  • Acts as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in DDHS provided services
  • Provides comprehensive customer service, in a contact center environment, by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS)
  • Receives on-going training and updates on changes in the operations of departments and agencies; participates in opportunities to cross train with staff in partner departments and agencies to learn procedures and services
  • Conducts research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
  • Assists customers with inquiries or problems related to DHS programs and services by asking questions to determine customer needs; determines the critical nature of a call and if immediate action is required
  • Observes and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from with a link to the assessment or test. We recommend that you add to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact .
About You
Our ideal candidate has:
  • A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
  • Previous high-volume data-entry experience
  • Previous experience using databases
  • Previous experience in accounting/calculations
  • Ability to read, understand, interpret, and apply complex regulations
  • Bilingual preferred. Able to read, write, and speak proficiently in both Spanish and English
  • Previous experience in high-pressure, quality-oriented professional environments
  • The ability to troubleshoot in various computer systems
  • At least two years of high-volume, direct contact customer service experience
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
  • Education & Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements
  • Experience: Two (2) years customer service experience in a call center environment
  • Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
About Everything Else
Job Profile
CC2509 DHS Customer Service Agent
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Unlimited
Position Salary Range
$19.72 - $29.58
Starting Pay
Although our full pay range is included above, the budgeted hiring range for this position is $19.72 - $24.65 per hour.
Agency
Denver Human Services
Assessment Requirement
Customer Service Agent: Compliance
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
For information about right to work, click
here
for English or
here
for Spanish.