Customer Support Specialist - Assistance Payments

Weld County Government•Greeley, CO

2d•$23 - $29•Onsite

About The Position

The Customer Support Specialist represents the Department of Human Services by greeting visitors courteously and efficiently and providing customer-focused assistance. The position directs lobby and phone traffic, answers general questions, explains basic program procedures and guidelines, offers assistance and referrals, and provides information about Department services and alternative community resources. The Specialist supports Eligibility Technicians in Public Assistance program units by sharing qualification information, collecting qualification documents, and entering information into program databases. The role also issues Electronic Benefits Transfer (EBT) cards, accepts valid payments for Department needs, and staffs the IdentoGO Fingerprinting Office in accordance with Idemia requirements. The primary work location is either the Greeley or Fort Lupton office, with occasional coverage at the other location. The position requires reliable, predictable attendance during department business hours, 8 a.m. to 5 p.m., Monday through Friday. It is exclusively in person and is not eligible for consistent telework arrangements. Driving is essential, and the employee must provide their own transportation and travel as needed to perform the job’s essential functions. The position is non-exempt under the Fair Labor Standards Act and eligible for overtime pay.

Requirements

High school diploma or GED.
At least 2 years of full-time business or clerical experience in an office environment, including extensive customer service and telephone use.
Ability to keyboard at 35 words per minute.
Ability to enter data into multiple computer programs and learn and apply new computer skills regularly.
Knowledge of Microsoft Windows, Word, Excel, and Outlook.
Ability to read and comprehend instructions, correspondence, and department policies and procedures, and to write correspondence.
Effective communication in one-on-one and small-group situations with customers, clients, and coworkers.
Ability to apply math concepts and calculations in the work environment.
Critical-thinking and problem-solving ability.
Ability to adapt to a fast-paced, high-volume, changing work environment and handle high-stress situations.
Ability to work in and contribute to a positive, continuously improving, professional work environment.
Ability to routinely interact with the public, community partners, clients, DHS and Weld County staff, state officials, and judicial personnel.
Compliance with Human Services policies and procedures, the Weld County Code of Conduct, confidentiality requirements, and information-release guidelines.
Pass required Department of Human Services background checks before the employment start date.
Valid driver’s license and liability insurance upon hire; pass an MVR evaluation and participate in continuous monthly MVR monitoring.
Provide personal transportation and travel as needed to meet essential job functions.
Pass the required pre-employment substance/drug screening in accordance with Weld County policy.

Nice To Haves

Associate’s degree.
Ability to read and write Spanish proficiently.
Ability to interpret and translate between English and Spanish using professional language.

Responsibilities

Accept client payments, which may involve handling large amounts of cash.
Issue EBT cards, research information in state systems, maintain issuance logs, and coordinate card inventory with the EBT Coordinator.
Schedule, reschedule, and modify telephone and in-person client interviews and appointments using computerized calendar systems.
Scan and review documents in document management systems and check CBMS for documents related to change requests or case completion.
Use Compass to find appointments or case-related documents and accurately schedule appointments for Eligibility Technicians.
Route documents appropriately, schedule appointments for case processing, and alert supervisors and peers to scanning or workflow issues.
Verify identification documents for authenticity and report concerns to a supervisor.
Perform high-volume data entry across program databases and use computer systems and imaging equipment.
Perform clerical duties such as sorting and distributing mail, copying, and assembling informational packets.
Prepare and send program reminder and request correspondence, and enter voter registration data for submission to the County Clerk and Recorder.
Greet and direct walk-in clients and visitors, identify their needs, and provide assistance or referrals.
Check clients in for appointments and monitor whether they are seen promptly.
Respond calmly and respectfully to people in stressful situations; provide public assistance program information and collect documentation needed to help determine eligibility.
Verify and update customer demographic information as needed.
Accept client documents, issue receipts, date-stamp materials, and distribute them to the appropriate location.
Monitor lobby postings and signage and provide exceptional service to internal and external customers.
Direct and refer clients to appropriate buildings and divisions within Human Services.
Assist in training staff or service providers on basic application and eligibility processes as directed.
Maintain knowledge of inter-departmental business processes and procedures; respond accurately and promptly to email and Outlook requests.
Collaborate with supervisors and peers to support the agency’s vision and mission.
Contribute to team productivity goals, participate appropriately in team meetings and updates, and understand how daily work affects team success.
Follow Human Services policies and procedures, the Weld County Code of Conduct, confidentiality requirements, and appropriate information-release guidelines.