Customer Service Agent, Denver Human Services

This posting will accept applications until March 18th. Please apply as soon as possible.

About Denver Human Services

Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we’d love to work with you!

About our Assistance Programs

The dedicated staff at Denver Human Services (DHS) are here to listen and advise, helping people apply for public assistance programs. We can provide information about food assistance and financial assistance, as well as help for veterans and those who need long term care. DHS provides a range of other services, including help with transitional housing, medical assistance, and heating costs.

Denver Human Services (DHS) is currently seeking a passionate, and dedicated individual to serve as a Customer Service Agent in the DHS Call Center. As a Customer Service Agent, 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 listen and advise and help people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need.

Additionally, the Customer Service Agent- On Call:

• Provides 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).
• Assists 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.
• Creates 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.
• Conducts research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems.
• Provides 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.
• Acts 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.
• Observes and complies with departmental policies and procedures, customer service quality standards and compliance guidelines.
• Receives 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.
• Performs other related duties as assigned.

This is an on-call position which will work no more than 39 hours per week and is not eligible for benefits. On-call positions may have routine or variable work schedules.

This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from AssessmentTeam@denvergov.org with a link to the assessment or test. We recommend that you add AssessmentTeam@denvergov.org to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact AssessmentTeam@denvergov.org .

Our ideal candidate has:

• At least two years of high-volume, direct contact customer service experience
• Bilingual skills and is and able to read, write, and speak proficiently
• A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
• The ability to troubleshoot in various computer systems
• Previous experience using databases
• Previous high-volume data-entry experience.
• Previous experience in high-pressure, quality-oriented professional environments.
• Previous experience in accounting/calculations.
• Ability to read, understand, interpret, and apply complex regulations

We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

• Education Requirement Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement Two (2) years customer service experience in a call center environment.
• Education & Experience Equivalency Additional appropriate education may be substituted for the minimum experience requirements.

Job Profile

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Assessment Requirement

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.