Customer Service Representative – Human Services

El Paso County•El Paso, CO

3d•Onsite

About The Position

El Paso County is seeking a customer-focused individual to provide essential public services to the Pikes Peak Region. This role involves providing accurate information, direct in-person assistance, and clear guidance to clients accessing essential services across four DHS locations. A core function is issuing Electronic Benefits Transfer (EBT) cards and resolving EBT-related account issues, including helping clients understand how to access benefits, troubleshooting account concerns, and offering support to individuals who may be experiencing frustration. Staff also assist clients in completing online benefit applications and navigating state systems. This position requires excellent customer service skills, strong communication, the ability to assess client needs quickly, and the capacity to manage fast-paced, high-volume, in-person interactions with professionalism. This position requires regular in-person presence as an essential job function.

Requirements

High school diploma or equivalent education.
Two years of customer service 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 computer, fax machine, copier, and telephone.
Ability to perform multiple tasks in a highly stressful and high-volume work environment.
Ability to provide excellent customer service.
Ability to interact with difficult and potentially hostile clients.
Ability to efficiently plan, schedule, and organize in a detail-oriented work environment.
Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
Ability to work effectively with co-workers, DHS personnel, and clients; ability to communicate effectively both verbally and in writing.
Maintain regular and punctual attendance.
Must pass conditional post offer background investigation and drug screen.

Nice To Haves

Associate’s degree or higher may substitute for the required experience.
Working knowledge of Microsoft Office programs preferred.
Experience in a human services agency.
Bilingual proficiency in Spanish and English.

Responsibilities

Provides customer service, information, and intervention to DHS clients and the public; answers questions, responds to complaints, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs.
May greet and assist visitors and ensures the public entering DHS receives necessary direction.
Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.
Communicates via phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.
Issues Electronic Benefits Transfer (EBT) cards for assistance programs as assigned; resolves EBT account problems as needed.
Provides information on housing, rent rebate, and other community agency referrals based on client need.
Receives incoming monies to the department, issues receipts for payments, and removes overpayment amounts as directed by Finance as assigned.
Reads and discerns case comments and communicates appropriately with a variety of clients.
Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.
Ensures files and incoming unit mail are distributed accurately to appropriate personnel.
Reads, understands, and complies with agency letters and department policies and procedures as related to regular job duties and tasks.
Diffuses hostile client interactions; may direct lobby traffic when emergency situations arise.
Performs other duties as required.