Housing Intake Worker (Customer Service II)

Johnson County Kansas•Lenexa, KS

About The Position

A career with Johnson County Government is more than just a job, it is an opportunity to serve a diverse and expanding community in meaningful ways. We challenge ourselves to be a different kind of government because we care deeply about our community and each other. Committed to our shared values, we provide excellent public service, seeking always to improve ourselves and our organization. We offer wonderful benefits, retirement plans, wellness incentives, a great organizational culture, and much more! If you’re searching for something more than just a job, something akin to a calling, then consider the challenge and opportunity of being a member of Johnson County Government! Job Description Additional duties: Answers phones, refers calls and customers; greets customers and gives standard information in response to phone, email, or in-person inquiries; serves as a subject matter expert; provides solutions and recommendations for complicated issues; tracks and monitors calls to provide quality control; provides training to other staff. Creates and maintains files both public and confidential; inputs data into systems; creates and distributes reports and analyzes data to determine problems or trends; initiates written or oral correspondence; schedules appointments, meetings, and other functions. Assists customers with completing routine and non-routine forms when appropriate; collects forms and any supporting documents; reviews for accuracy and completeness; obtains client information as well as signatures on required permission and consent forms; explains policies. Based on information received, researches account information; makes determination on coordination of services/resources, and organizes referrals to current staff or outside agencies; copies, collates, and routes forms to appropriate locations or staff. Resolves a variety of non-routine customer complaints and problems; may provide follow-up to ensure customer satisfaction.

Requirements

High school diploma or equivalent and one year of customer service or related experience are required
May require KS/MO driver’s license, depending on department or agency
Johnson County Government requires reference/background screening for all positions
Specified criteria may vary by Department/Agency

Nice To Haves

One year of customer service or social service experience is preferred.

Responsibilities

Answers phones, refers calls and customers
Greets customers and gives standard information in response to phone, email, or in-person inquiries
Serves as a subject matter expert
Provides solutions and recommendations for complicated issues
Tracks and monitors calls to provide quality control
Provides training to other staff
Creates and maintains files both public and confidential
Inputs data into systems
Creates and distributes reports and analyzes data to determine problems or trends
Initiates written or oral correspondence
Schedules appointments, meetings, and other functions
Assists customers with completing routine and non-routine forms when appropriate
Collects forms and any supporting documents
Reviews for accuracy and completeness
Obtains client information as well as signatures on required permission and consent forms
Explains policies
Researches account information
Makes determination on coordination of services/resources, and organizes referrals to current staff or outside agencies
Copies, collates, and routes forms to appropriate locations or staff
Resolves a variety of non-routine customer complaints and problems
May provide follow-up to ensure customer satisfaction