Customer Relations Specialist-Hybrid Work Model

Arapahoe County•Aurora, CO

1d•$22 - $32•Hybrid

About The Position

The Arapahoe County government serves its communities in ways both obvious and obscure. As the beating heart of local and regional government, we’re here for our neighbors on their best days—and their worst. We share our residents’ goals of preserving our quality of life and strive to be the place we’re proud to call home. Our Mission: Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence, and stability of individuals and families.Our Vision: To end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach)ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design, continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long term stability and sustainability.The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities. The Customer Relations Specialist is responsible for learning and understanding the Child Support program to convey accurate information to internal and external customers. This position handles incoming calls from customers, acts as the receptionist for in person customers, and supports other teams within Child Support with various tasks. GENERAL DESCRIPTION OF JOB:The Program Specialist is responsible for learning and understanding the Child Support program to convey accurate information to internal and external customers. This position handles incoming calls from customers, acts as the receptionist for in person customers, and supports other teams within Child Support with various tasks.

Requirements

Excellent customer service and organizational skills.
Strong skills to analyze, prioritize, and/or establish a resolution for customer or staff concerns or issues.
Ability to demonstrate effective customer service and communication skills with all customers, some of whom may be angry and/or difficult.
Ability to listen carefully and assess information provided and/or requested as well as the ability to answer questions and handle sensitive information in accordance with policy and procedure.
Accurate data entry skills.
Strong ability to multitask.
Ability to complete customer requests and program support tasks in a timely manner.
Ability to establish and maintain effective working relationships with peers, customers, and management.
Ability to readily accept and adapt to changes in work environment, priorities, and regulations.
Ability to work in high volume, high stress environment effectively and accurately completing work in a timely manner despite constant/frequent interruptions.
Strong knowledge of the IV-D Program’s services and requirements.
Knowledge of child support laws, rules, and regulations.
Knowledge of court procedures, documents, legal terminology, methods of manual and automated enforcement, and establishment.
The ability to utilize all appropriate software, technology, and resources including, but not limited to, Automated Child Support Enforcement System (ACSES), State Portal, CSE Tools, Adobe Pro, Cisco Jabber, Cisco Finesse, Data Access, and CCEF.
Knowledge of Microsoft Office Software (i.e. Word, Outlook, Excel, and Teams).
Ability to understand and interpret financial information and repayment of child support arrears to customers.
Tracking and input information into databases and generating weekly reports.
Knowledge of community resources available for referrals.
High School Diploma/GED required.
At least 3 years of clerical, which includes providing customer service.
Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.

Nice To Haves

Customer Service Experience
Human Services Experience
Legal Experience
Bi-Lingual (Spanish)

Responsibilities

Support Call Center, Reception Area, and other teams with additional duties and projects as needed to sustain the operations of the division.
Provides professional, accurate, and efficient support or resolution for all customers and staff while adhering to County standards.
Keep the supervisor informed of issues, events, or communications imperative to the day-to-day operations of the Call Center and Reception Area.
Accurately record and/or assign tasks or referrals in the Automated Child Support Enforcement System (ACSES).
Perform demographic updates and provide customers with documents and information pertaining to requests for services, such as establishment and modification documents, payment records, applications for services, and case closure requests.
Enters summarized chronologies of conversations as well as contact information updates into the ACSES system.
Handle escalated customers, document, and notify the appropriate team members through the ACSES mail messaging system.
Notify appropriate staff of any customer service issue via ACSES mail messaging that cannot be resolved by the Program Specialist.
Keep up-to-date on the essentials of the job requirements, changes of regulations, and changes within the ACSES system.
Work independently on assigned tasks and maintain and update the databases associated with TANF referrals, EIP referrals, ICCES pleadings, modification assignments, and online applications.
Processes online applications received from the Family Support Registry.
Collect, review, and e-file APA documents with the Court once the administrative process is no longer appropriate.
Maintain knowledge-base and send referrals for community resource and workshop programs.
Collect, review, analyze complex and/or confidential data, and prepares daily and weekly reports.