Term Limited - Program Intake Representative

City of Seattle•Seattle, WA

1d•Hybrid

About The Position

The City of Seattle Human Services Department (HSD) is seeking a customer focused Program Intake Representative(s) to assist clients and determine eligibility for the Utility Discount Program (UDP). The Utility Discount Program team offers eligible customers a 60% discount on their Seattle City Light bill and a 50% discount on their Seattle Public Utility Bill, there are over 40,000 households enrolled. Working in a call center environment, you will work with clients from diverse backgrounds to evaluate their needs and determine their eligibility for the program(s). To be successful in this role, you are a highly efficient problem solver with strong prioritization skills and a sharp eye toward accuracy and detail. You love people and you are welcoming and warm by treating all clients with kindness, empathy, and respect. The Human Services Department funds and operates programs and services that meet the basic needs of the most vulnerable people in our community – families and individuals with low incomes, children, domestic violence and sexual assault victims, people experiencing homelessness, seniors, and persons with disabilities. We invest in programs that help people gain independence and success.

Requirements

Associate’s degree in social science, Education, or related field
2+ years of experience interviewing or counseling clients, or in community outreach, preferably in a social service setting OR:An equivalent combination of education and experience thatdemonstratesthe ability to perform the position duties

Nice To Haves

Creative problem-solver who demonstrates initiative and is a team player.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of clients, colleagues, community partners, and other city agencies
Experience working in a fast-paced, structured call center environment.
Ability to multi-task, set priorities and manage time effectively.
Knowledgeable and comfortable in the use of Microsoft Excel, Outlook, and Word
Comfortable and able to learn new computer programs and technical tools quickly
Experience and a desire in providing excellent customer service to individuals from a wide cross section of culturally and ethnically diverse people, including refugees and non-English speakers

Responsibilities

Be part of a Contact Center and answer a large volume of calls while completing data entry and reviewing customer accounts in multiple databases; interview prospective clients; review documentation and income calculations; and determine customer eligibility in UDP.
Identify the specific information that is needed for the client to complete the process and mail it out by the next business day.
Use conflict management skills to listen, defuse and resolve customer issues, and when working with difficult and sometimes hostile customers.
For complete application packets calculate income, review and approve/ deny application, send a letter to clients that are denied.
Providing information and referral on services available through other agencies.
Utilizing language interpreters when appropriate to meet clients’ needs
Making copies, faxing, and other general office and clerical duties