Bilingual Family and Adult Services Customer Service Representative
Company: City and County of Denver
Location: Denver
Posted on: November 19, 2023
Job Description:
Bilingual Family and Adult Services Customer Service
Representative page is loaded Bilingual Family and Adult Services
Customer Service Representative Apply locations Denver time type
Full time posted on Posted Yesterday job requisition id R0063013
About Our Job Please apply as soon as possible, as this position
will close without advance notice once we receive a sufficient
number of qualified candidates. 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 3 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 expected to handle a minimum of 40-60 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. The
Bilingual Family and Adult Services Customer Service
Representative:
- 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)
- 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
- Creates or accesses cases in the Customer Relationship
Management (CRM) module of Salesforce 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
- Conducts research, using the Colorado Benefits Management
System (CBMS), to provide customers with answers to inquiries or
problems
- 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
- Observes and complies with departmental policies and
procedures, customer service quality standards and compliance
guidelines
- 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
- Performs other related duties as assigned 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 AssessmentTeam@denvergov.org with a link
to the assessment or test. We recommend that you add
AssessmentTeam@denvergov.org to your safe sender list. If you do
not receive the email within 30 minutes of applying, please contact
AssessmentTeam@denvergov.org . About You Our ideal candidate has:
- Bilingual preferred. Able to read, write, and speak
proficiently in both Spanish and English
- At least two years of high-volume, direct contact call center
customer service experience
- -Previous experience using databases to process high-volume
data
- Proficiency with Microsoft Office suite of products or related
software
- Ability to read, understand, interpret, and apply complex
regulations We realize your time is valuable so please do not apply
if you do not have at least the following required minimum
qualifications:
- Education: Graduation from high school or the possession of a
GED, HiSET or TASC Certificate
- Experience: 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 About Everything ElseJob ProfileCC2509 DHS Customer
Service AgentTo view the full job profile including position
specifications, physical demands, and probationary period, click
here .Position TypeUnlimitedPosition Salary Range$19.72 -
$29.58Starting PayAlthough the full salary range is listed above,
the budgeted range for this positions is $9.72-$24.65 based on
related experience and additional factors.AgencyDenver Human
ServicesAssessment RequirementCustomer 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. About Us Denver
is the nation's top place to live, work, and play, and we need the
best people working for the residents of Denver. People who want to
make a difference; people who want to give back; people who want to
be at the heart of this city and have a hand in creating our
future. Equity, diversity and inclusion are cornerstones of our
-values at the City and County of Denver. We celebrate uniqueness
and strive to be a world-class city where everyone matters. Join
us! Be a part of the city that you love. -#WhereDenverWorks For
more information about our hiring process including ADA resources,
assessments and testing, pre-employment, and onboarding, click here
. For information about employee benefits, click here .
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Keywords: City and County of Denver, Denver , Bilingual Family and Adult Services Customer Service Representative, Sales , Denver, Colorado
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