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