Customer Support Specialist - Assistance Payments

County of Weld•Greeley, CO

19h•Onsite

About The Position

The Customer Support Specialist represents the Department of Human Services by welcoming visitors and helping direct lobby and phone traffic. The role answers general questions, explains basic program procedures and guidelines, provides referrals and information about Department services or community resources, and supports Eligibility Technicians by sharing qualification information, collecting documents, and entering information into program databases. The position also issues Electronic Benefits Transfer (EBT) cards, accepts payments, 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. This is an exclusively in-person position and is not eligible for consistent telework. The position requires reliable, predictable attendance during Department business hours, 8 a.m. to 5 p.m., Monday through Friday. Driving is essential, and the employee must provide transportation and travel as needed to perform the job’s essential functions. The role provides administrative and EBT support, including accepting client payments that may involve handling large amounts of cash; maintaining EBT inventory and issuance logs; scheduling appointments; reviewing and routing documents; entering data across multiple systems; and performing clerical and correspondence tasks. It also provides front-line customer service, assists clients with public assistance program information and documentation, collaborates with staff and service providers, and contributes to team productivity and a professional, respectful work environment.

Requirements

High school diploma or GED.
Two 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 several different 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 skills in one-on-one and small-group situations with customers, clients, and coworkers.
Ability to apply math concepts and calculations and use critical thinking to solve work-related problems.
Ability to adapt to a fast-paced, high-volume, changing work environment and handle high-stress situations.
Ability to contribute to a positive, continuously improving, and professional work environment and routinely interact with the public, community partners, clients, DHS and Weld County staff, state officials, and judicial personnel.
Follow Human Services policies and procedures, the Weld County Code of Conduct, and confidentiality and appropriate information-release requirements.
Pass required Department of Human Services background checks and criminal background check before the employment start date.
Have a valid driver’s license and liability insurance upon hire; pass a Motor Vehicle Record evaluation and remain subject to monthly MVR monitoring.
Provide own transportation and travel as needed to fulfill the essential functions of the position.
Pass the required pre-employment substance/drug screening.

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, and issue EBT cards while researching state systems and maintaining issuance logs.
Work with the EBT Coordinator to maintain card inventory and obtain additional cards when needed.
Schedule, reschedule, and modify telephone and in-person client interviews and appointments using computerized calendar systems.
Scan and review uploaded documents, check CBMS for document status, navigate Compass for appointments or additional case documents, and accurately schedule appointments for Eligibility Technicians.
Route documents to appropriate locations, schedule appointments for case processing, and notify supervisors and peers of scanning or workflow issues.
Verify identification documents for authenticity and report concerns to a supervisor.
Enter data into multiple program databases and use computer systems and imaging equipment; perform clerical tasks 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, determine the purpose of their visit, check clients in for appointments, and monitor that they are seen promptly.
Respond calmly and respectfully to people in stressful situations and provide exceptional service to internal and external customers.
Use knowledge of public assistance program rules and regulations to provide information and collect documentation needed to assist with eligibility determinations.
Verify and update customer demographic information; accept client documents, issue receipts, date-stamp documents, and distribute them appropriately.
Monitor lobby postings and signage and direct or refer clients to other Human Services buildings and divisions as appropriate.
Assist in training staff or service providers on basic application and eligibility processes as directed.
Maintain knowledge of interdepartmental business processes and procedures and respond to emails and Microsoft Outlook requests accurately and promptly.
Collaborate with supervisors and peers to support the agency’s vision and mission; participate in meetings and review division, department, and county updates.
Contribute to team productivity goals and participate professionally with internal and external customers.