CUSTOMER SUPPORT SPECIALIST I (DHS)
About The Position
The Customer Support Specialist I works in the Department of Human Services (DHS) Call Center and serves as an initial point of contact for DHS customers. The role operates the central telephone console or similar device, answers and transfers calls, greets customers, determines their needs, and directs them to the appropriate agency contact. The specialist provides information about the availability of benefits programs and services, maintains and distributes printed materials, records work activities, and performs routine clerical tasks when not handling receptionist or telephone duties. The position works under the general supervision of a supervisor, with latitude for independent judgment; work is reviewed for compliance with policies and for prompt, cheerful, and accurate service. The employee may instruct temporary receptionist or telephone operators as needed.
Requirements
- Working knowledge of government services and programs.
- Working knowledge of telephone switchboard or control console operation.
- Ability to follow written and oral instructions.
- Ability to communicate clearly and positively with coworkers and the public.
- Ability to type using word-processing equipment with reasonable speed and accuracy.
- Ability to establish and maintain effective working relationships with supervisors, staff, and the public.
- Graduation from senior high school, including or supplemented by clerical/technical courses, or substantially equivalent education and experience.
- Experience in a customer service position providing information to the public and operating a telephone console, switchboard, or similar device, or substantially equivalent education and experience.
- Employment eligibility must be validated through E-Verify because the position is at a site containing Federal Tax Information.
Responsibilities
- Operate the DHS central telephone control console or similar device.
- Answer, forward, and transfer telephone calls as required.
- Greet DHS customers, determine their needs, and refer them to the appropriate agency contact.
- Provide Rhode Islanders with information about benefits programs and services.
- Maintain leaflet racks and distribute printed literature and correspondence.
- Record work activities and maintain other required records.
- Perform clerical tasks when not occupied with receptionist or telephone console duties.
- Instruct temporary receptionist or telephone operators as needed.
- Perform related work as required.
Benefits
- State of Rhode Island employee benefits are available; details are provided through the Office of Employee Benefits.
- Direct deposit is required for employees hired after September 30, 2014.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
