DHS Customer Service Agent

City and County of Denver • Denver, CO

4d • Hybrid

About The Position

DHS Customer Service Agent With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. At Denver Human Services (DHS), we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being. Denver Human Services (DHS) is currently seeking a passionate, bilingual (preferred not required), and dedicated individual to serve as a Customer Service Representative in the DHS Call Center. As a Customer Service Representative, you will perform comprehensive and technical customer service through high volume phone calls for the Family and Adult Assistance Division (FAAD). Call Center employees will be required to handle a minimum of 65-80 incoming calls per day from new and current clients receiving benefits through FAAD assistance programs. The Family and Adult Assistance Division has a dedicated staff that listens, advises, and helps people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need.

Requirements

• A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
• At least two years of experience in high-pressure, quality-oriented professional environments
• Ability to read, understand, interpret, and apply complex regulations
• Previous high-volume data-entry experience
• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Two (2) years customer service experience in a call center environment.

Nice To Haves

• Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English

Responsibilities

• Provide comprehensive customer service, in a contact center environment, by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS)
• Assist customers with inquiries or problems related to DHS programs and services by asking questions to determine customer needs; determines the critical nature of a call and if immediate action is required
• Create or accesses cases in the Customer Relationship Management (CRM) module of PeopleSoft to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies
• Conduct research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
• Provide complete and accurate information to customers, which involves identifying customer needs and explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of DHS procedures, programs, services, and CBMS
• Act as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in DDHS provided services
• Observe and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
• Receive on-going training and updates on changes in the operations of departments and agencies; participates in opportunities to cross train with staff in partner departments and agencies to learn procedures and services
• Perform other related duties as assigned

Benefits

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED