Human Services Clerk - Customer Service

Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing information and service to customers in support of the mission, vision, and values of the Douglas County Department of Human Service (Department). Receives information/documentation from customers and appropriately provides response to customers. This position heavily involves use of computers to gather data to answer questions. Maintains confidentiality of case information. This position is a front-line customer service role requiring the ability to work onsite, reliability including punctuality and regular attendance are essential functions of this job.

Examples of Duties

Reception/General

• Works onsite with reliable, punctual, and regular attendance.
• Greets customers to the office, makes appointments and issues visitor badges/maintain visitor logbook.
• Maintains lobby area in a neat, professional environment and ensures appropriate information is available in lobby area.
• Responds to walk-in and telephone inquiries, assesses situation, and provides accurate information to the customer. Provides information to customers in a courteous, polite, and professional manner. Obtains assistance from the assigned Case Specialist or Supervisor as appropriate.
• Responds to requests for applications for services by establishing appointments, sending out application packets, making referrals, and advising customers of information needed to facilitate services. Maintain documents in computer applications and systems.
• Records in multiple computer systems (State or County) related case file information.
• Initiates follow-up case status calls to customers as required.

Mail Processing

• Sort and distribute incoming mail and prepare outgoing mail (envelopes, packages, etc.)
• Ensure mail bins are ready for daily pick-up.
• Monitors electronic fax system and distributes faxes periodically throughout each day; maintains paper supply in copiers.
• Monitors shared email box and ingests emails and documentation accurately into appropriate document management system or routes to appropriate staff.
• Monitors "drop box" for client mail periodically throughout the day and at the end of each day; assuring that each item received is date stamped/recorded on the day received.

Administrative

• Order, store and distribute supplies and needed. Maintain a reasonable on-hand amount of supplies.
• Coordinate with County Purchasing or copier vendor for service issues,
• Assist with maintenance of internet and intranet pages, and the Department's resource or informational brochures.
• Provide voter registration information, and complete and submit the monthly and quarterly reports.
• Schedule interpretation services for clients.
• Schedule Administrative Hearings with Court and Department staff
• File documents for Department staff, including court documents.
• Take notes at meetings and prepare minutes
• Issue Benefit Cards to customers as appropriate and in accordance to the policy, procedures, and protocols of the Department.
• Accept payments (cash, check, or money orders), provide a receipt, scan, or copy as appropriate and make system notes as required.
• Provides administrative/clerical assistance to case specialists/supervisors as needed.

Other duties as assigned.

Minimum Qualifications

EDUCATION and/or EXPERIENCE: High school Diploma or GED. Requires 1 (one) year of customer service-related experience. Human Services experience preferred. Bilingual in Spanish (read/write/speak) preferred. CERTIFICATIONS, LICENSES, & REGISTRATIONS: This position requires successful completion of a criminal background check including fingerprinting through a national database.

Supplemental Information

Douglas County offers an excellent comprehensive benefit package including but not limited to: Medical/Dental/Vision. For a more detailed overview please view the full Employee Benefit Guide.

Douglas County offers a comprehensive benefit package. For a more detailed overview of our benefit package, click on the link below.

• 11 paid holidays each year + a floating holiday
• 9 hours of paid vacation per month
• 8 hours of paid sick time per month
• Medical insurance employees can choose from two plan options: United Healthcare Doctors Plan or United Healthcare HDHP Plan
• Life insurance 2 times employee salary at no cost to employee
• Mandatory retirement defined contribution of 8% - matched at 8%
• Annual performance reviews with potential for an increase

Additionally, we offer dental, vision, accident/critical illness insurance, tuition reimbursement, and employee training.