Bilingual Customer Service Specialist (English/Spanish)

Arlington County VA•Arlington, VA

6d•Hybrid

About The Position

The Department of Human Services (DHS) is seeking a Bilingual Customer Service Specialist (English/Spanish) to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). The Customer Service Specialist will utilize multiple technology applications/systems, used for an array of technical and administrative duties in support of the EID, Aging and Disability Services Division (ADSD), and Child & Family Services Division (CFSD). The CSC serves as the "no wrong door" point of entry for culturally diverse clients and consumers seeking information, applications and referrals to DHS, and community human service programs. The families served represent a culturally diverse population. Arlington County DHS is committed to delivering client services in an effective, equitable, respectful, and trauma-informed manner. Our staff is dedicated to ensuring our clients are approached, engaged and cared for in ways that demonstrate competency, sensitivity and awareness of factors which impact the client experience including but not limited to: cultural identity, gender, racial, and ethnic diversity, religious/spiritual ascription, physical capability, cognitive and literacy levels, sexual orientation, and linguistic needs.

Requirements

Completion of the requirements for graduation from a standard senior high school or vocational school, a GED certificate, or the equivalent
Some experience providing administrative support and customer service in person and/or by phone in a human services environment
Bilingual: English/Spanish

Nice To Haves

Considerable experience in a customer service role in-person and/or by phone in a high volume or human services environment
Utilizing multiple technology sources and databases to enter and update data (i.e. MS Access or similar database)
Using Microsoft Word and Excel to produce correspondence, spreadsheets and other sensitive and/or confidential documents
Providing information regarding human services programs and utilizing the Virginia Department of Social Services case management system, VaCMS

Responsibilities

Performing client/customer intake reception at six entry points within three Divisions
Responding to a high volume of calls in a call center environment which disseminates information on a variety of human services programs
Assisting client/customers within the Resource Center
Assisting with conducting triage to identify emergency needs
Researching and providing information requested from staff and clients
Registering and referring inquiries to a variety of human services programs
Processing human services applications via local and state databases
Providing administrative support for EID and CFSD to include creating, compiling, and scanning documents and mailings, as well as indexing intake documents.