Customer Service Aide (Dhs)

Rhode Island Department of Environmental Management • Pawtucket, RI

4d

About The Position

Within the Department of Human Services (DHS), the Customer Service Aide performs customer service and clerical duties. The role includes greeting and registering customers in the eligibility system; verifying or changing non-financial information; producing, checking, scanning, indexing, and filing document copies; and updating customer address information. The aide also provides receptionist support, directs and assists members of the public with forms and the self-service portal, and routes customers to appropriate staff.

Additional duties include preparing and processing documents for new and existing customers, handling mail and phone calls, maintaining or purging files and records, entering and directing information related to departmental programs, and performing routine clerical and fiscal-record tasks. The position supports scanning operations at various DHS locations, excluding Central Scanning. Work is performed under general supervision, with latitude for independent judgment while following established procedures; work is reviewed for accuracy, completeness, and adherence to policy. The position usually has no supervisory responsibilities.

The employee will have access to Federal Tax Information and must undergo a national fingerprint background screening. The position is at an E-Verify site containing Federal Tax Information, and employment eligibility must be validated through E-Verify. State employees hired after September 30, 2014 are required to participate in direct deposit.

Requirements

• High school graduation or high school equivalency (GED).
• Employment in a position involving simple, routine, repetitive clerical work.
• Working knowledge of office practices.
• Ability to work independently or collaboratively as part of a team.
• Ability to adapt to changing tasks and sudden workflow-driven changes in priorities.
• Demonstrated attention to detail.
• Proficiency working with computer equipment, including multiple monitors.
• Ability to understand and carry out simple oral and written directions.
• Basic computer skills and working knowledge of Microsoft Word and Excel.
• Must undergo a national fingerprint background screening because the position provides access to Federal Tax Information.
• Must have employment eligibility validated through E-Verify.

Responsibilities

• Greet and register customers in the eligibility system, and verify or update non-financial information and customer addresses.
• Produce, prepare, verify, sort, batch, scan, quality-check, index, and file documents for new and existing customer cases.
• Perform receptionist duties, including greeting and directing customers, providing routine information, and referring customers to appropriate staff.
• Assist the public with preparing forms and records and using the self-service portal at DHS field offices.
• Retrieve requested forms and mail them to customers; answer phones, take messages, and transfer calls.
• Receive, sort, date-stamp, and distribute interdepartmental and postal mail, applications, forms, and other documents.
• Organize, maintain, and purge files, documents, applications, and forms.
• Enter, direct, and process incoming information pertaining to departmental programs, and scan applicable information into case records.
• Prepare and maintain routine clerical and fiscal records, forms, requisitions, vouchers, claims, and reports; proofread materials and compile, verify, and analyze routine statistical data.
• Perform scanning-operation support at various DHS locations, excluding Central Scanning.
• Operate scanning machines, copiers, calculators, and other office equipment as required.
• Perform related work as required.

Benefits

• Information about benefits available to State of Rhode Island employees is available from the Office of Employee Benefits; specific benefits are not listed in the posting.
• Direct deposit is required for employees hired after September 30, 2014.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED