INTERVIEWING CLERK - 60020269

State of Florida • Gainesville, FL

3d

About The Position

The Interviewing Clerk interviews and/or determines eligibility for people applying for assistance through government programs and agency resources, including public health and social services programs. The role serves customers in the Customer Service Center by assessing needs, explaining eligibility and application requirements, helping customers complete online or paper applications and use My ACCESS Accounts, and referring them to community agencies as appropriate. The clerk documents customer records and lobby activity, communicates with internal and external customers, and escalates complaints and inquiries in a timely manner, following departmental procedures and the Department's Performance Management Plan. Bilingual ability is preferred. Incumbents may be required to perform emergency duty before, during, or beyond normal work hours or days.

Requirements

• At least 2 years of clerical experience in an office setting.
• More than 1 year of customer service experience.
• More than 1 year of computer experience; the posting describes the experience range as “more than 1 -3 years.”
• Responses to qualifying questions must be verifiable through skills or experience listed on the State of Florida Employment Application.
• Applicants must submit a State of Florida Application.
• Must complete a security background check and participate in direct deposit.
• Must complete Form I-9; employment eligibility will be verified through E-Verify.

Nice To Haves

• Bilingual ability is preferred.

Responsibilities

• Interview applicants and/or determine eligibility for assistance from government programs and agency resources.
• Assist customers in the Customer Service Center and assess their needs.
• Refer customers to community agencies as appropriate.
• Escalate customer complaints and inquiries in a timely and accurate manner.
• Document customer records promptly and in accordance with departmental procedures.
• Assist customers with completing online or paper applications and with My ACCESS Accounts.
• Communicate with internal and external customers in accordance with departmental procedures.
• Maintain the customer lobby log in accordance with the Performance Management Plan.
• Explain eligibility requirements, form-completion requirements, and community resources for financial assistance, and provide program benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed