Family and Adult Services Customer Service Representative
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About Our Job
What We Offer
The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $ $20.26-$30.39 . We also offer generous benefits for full-time employees which include but are not limited to:
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 457B Retirement Plan
- 140 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
- Competitive medical, dental and vision plans effective within 1 month of start date
- Provide 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)
- Assist 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
- Create 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
- Conduct research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
- Provide 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
- Act 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
- Observe and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
- Receive 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
- Perform other related duties as assigned
- A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
- At least two years of experience in high-pressure, quality-oriented professional environments
- Ability to read, understand, interpret, and apply complex regulations
- Previous high-volume data-entry experience
- Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English
- Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
- Experience Requirement: Two (2) years customer service experience in a call center environment.
- Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.