Customer Service & Lobby Representative

El Paso County•El Paso, CO

22h•Onsite

About The Position

Provides customer service, information, and administrative support to Department of Human Services (DHS) clients and the public. This front-facing role welcomes visitors, answers questions, assists with applications and program guidance, and connects people with department services and community resources. The position requires regular in-person presence and involves working in a high-volume environment with clients who may be experiencing stressful situations. Cross-training may be available. Employment is subject to the terms, conditions, and policies in the Personnel Policies Manual. Background checks may include a Government Program Fraud check and a Child Welfare Abuse & Neglect database (TRAILS) check; a conditional post-offer background investigation and drug screen are required. The anticipated schedule is Monday through Friday, either 7:30 a.m.–4:30 p.m. or 8:00 a.m.–5:00 p.m. The hiring range is $37,800–$40,800 annually, with an anticipated hiring rate of $39,613.60 annually. A bilingual stipend is available.

Requirements

High school diploma or equivalent education.
Two years of customer service experience; an associate’s degree or higher may substitute for the required experience.
Working knowledge of personal computer systems and computer programs.
Ability to perform basic mathematical functions.
Ability to learn and proficiently use multiple computer programs to provide accurate customer service.
Ability to use standard office equipment, including a computer, fax machine, copier, and telephone.
Ability to multitask in a highly stressful, high-volume work environment.
Ability to provide excellent customer service and interact with difficult and potentially hostile clients.
Ability to plan, schedule, and organize efficiently in a detail-oriented work environment.
Ability to assess situations, make prudent and appropriate decisions, and apply conflict-resolution and problem-solving skills.
Ability to work effectively with coworkers, DHS personnel, and clients, and communicate effectively verbally and in writing.
Maintain regular and punctual attendance.
Pass a conditional post-offer background investigation and drug screen.

Nice To Haves

Working knowledge of Microsoft Office programs.
Experience in a human services agency.
Bilingual proficiency in Spanish and English.

Responsibilities

Provide customer service, information, and intervention to DHS clients and the public; answer questions, respond to complaints, direct clients to appointments, receive service applications, and provide general guidance on department programs.
Greet and assist visitors and direct members of the public entering DHS.
Use multiple CBMS screens to intervene and help clients resolve issues with program areas.
Communicate by phone and email with appropriate personnel to facilitate client intervention based on program needs.
Issue Electronic Benefits Transfer (EBT) cards for assistance programs as assigned and resolve EBT account problems as needed.
Provide information about housing, rent rebates, and other community agency referrals based on client needs.
Receive incoming department payments, issue receipts, and remove overpayment amounts as directed by Finance when assigned.
Review case comments and communicate appropriately with a variety of clients.
Perform quality control of client applications for program services and provide dated receipts and customer service response forms for quality assurance.
Distribute files and incoming unit mail accurately to appropriate personnel.
Read, understand, and comply with agency letters and department policies and procedures related to regular duties.
Defuse hostile client interactions and direct lobby traffic during emergency situations.
Maintain regular and punctual attendance.
Perform other duties as required.