Lead Customer Support Specialist- Call Center (Hybrid Work Model)

Arapahoe County•Littleton, CO

1d•$22 - $32•Hybrid

About The Position

The Lead Customer Support Specialist serves as a subject matter expert as it relates to specific client services and provides guidance and direction to the Customer Support Specialists within the Community & Child Support Services Division (CCSS) of Arapahoe County’s Human Services Department. This position provides exceptional customer service and a wide variety of administrative duties associated with the efficient operations of CCSS. This position supports our Call Center Team and involves frequent phone-based customer service, client support, and administrative coordination. Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence, and stability of individuals and families. Our Vision is to end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach). ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design, continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long term stability and sustainability. The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities.

Requirements

Demonstrated ability to provide professional level customer service to a diverse population in a fast-paced environment.
Demonstrated ability to utilize computers and systems proficiently
Quality driven and high attention to detail
Exposure and/or knowledge of governmental policies/procedures as it relates to Human Services and Child Welfare is highly desired
Exposure and/or knowledge to the Two-Generation Approach is highly desired.
Accountability
Accessibility
Inclusivity
Integrity
High School diploma or equivalent
3+ years’ experience in customer service/administrative type role
A combination of education and work experience that satisfy the requirements of the job may be considered.
Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.
Possession of a valid Class “R” Colorado Driver’s License or the ability to obtain one within twoweeks of appointment.
Security clearance required: will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check

Nice To Haves

Exposure and/or knowledge of governmental policies/procedures as it relates to Human Services and Child Welfare
Exposure and/or knowledge to the Two-Generation Approach

Responsibilities

Provides guidance, training, feedback, and direction to Customer Support Specialists within CCSS on day-to-day activities
May provide input into hiring, promotions, disciplinary action, and performance, consults with Supervisor, and may participate in interviews and performance evaluations.
Ensures goals/workloads are being met and makes recommendations into process/policy efficiencies.
Ensures adherence to policies and procedures and communicates changes
Serves as initial point of contact for questions, concerns, or escalation of issues.
Provides quality customer service and to clients of Community and Child Support Services Division
Assists clients with paperwork, applications, referrals, answers questions and provides direction, and conducts research.
Performs document management duties, such as analyzing and screen documentation/applications for accuracy and performing data entry and recordkeeping activities of all necessary information.
Utilizes various departmental computer systems for research, input, and tracking of relevant information.
Performs administrative activities that support the operations of CCSS, which may include duties such as: creating/typing correspondences, answering phones, filing, data entry, creating and collating information packets, mail distribution, and records retrieval.
Provides cross functional coverage when necessary and determined by Supervisor.