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

Select how often (in days) to receive an alert: Title: Lead Customer Support Specialist- Call Center (Hybrid Work Model) Job Number: 758 Salary: $21.59-$32.35 Department/Office: Human Services Division: Community & Child Support Services Location: 1690 W. Littleton Blvd., Littleton, CO, 80120 Job Type :Hourly Full-Time Posting Date: 08/27/2026 Closing Date: 08/31/2026 The Arapahoe County government serves its communities in ways both obvious and obscure. As the beating heart of local and regional government, we’re here for our neighbors on their best daysand their worst. We share our residents' goals of preserving our quality of life and strive to be the place we're proud to call home. NOTE: This position supports our Call Center Team and involves frequent phone-based customer service, client support, and administrative coordination. Our Mission: Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence, and stability of individuals and families. Our Vision: 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. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities. * Applicant must list job duties for each previous position. Applications missing this information will not be considered, and a resume along is not sufficient. *

GENERAL DESCRIPTION OF JOB:

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.

DUTIES:

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.

REQUIREMENTS:

Skills, Abilities and Competencies: 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. Behavioral Competencies (these are required for all positions at ACG): Accountability Accessibility Inclusivity Integrity Education and Experience: 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. Pre-Employment Additional Requirements: 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 two weeks of appointment. Security clearance required: will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check

WORK ENVIRONMENT:

Work is generally confined to a standard office environment.

PHYSICAL DEMANDS:

The following are some of the physical demands commonly associated with this position. Spends 90% of the time sitting and 10% of the time either standing or walking. Occasionally lifts, carries, pulls or pushes up to 20 lbs. Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs. Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties. Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions. Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment. Visual capacity enabling constant use of computer or other work-related equipment. Definitions: Occasionally: Activity exists less than 1/3 of the time. Frequently: Activity exists between 1/3 and 2/3 of the time. Constantly: Activity exists more than 2/3 of the time.

• * Arapahoe County does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, sexual orientation or any other status protected under the law. It is our intention that all qualified applicants be given equal opportunity in any term, condition, or privilege of employment and that selection decisions are based on job-related factors. Arapahoe County is committed to making employment accessible to persons with disabilities.
• * In accordance with Senate Bill 23-058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party.

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