Human Services Clerk - Customer Service Representative

DEFINITION OF WORK

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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. Administrative (continued) 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.

SUPERVISION RECEIVED

The CSR is supervised by both the CSR Supervisor and the EBT Supervisor.

SUPERVISORY RESPONSIBILITIES

None.

INDEPENDENT JUDGMENT

Work is primarily directed although occasionally acts independently.

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.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge General knowledge of all human service program areas and manner of service delivery. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Skills Work with the public in a courteous and professional manner. Provide professional customer service to clients, vendors, staff and public. Respond to direction and to work effectively with other staff. Perform comfortably in a fast-paced, at times emotionally charged, deadline-oriented environment. Ability to successfully execute many complex tasks simultaneously; with ability to work as a team member, as well as independently. Basic to intermediate computer skills are required. Must have intermediate Microsoft Office Suite skills, especially Outlook, Word, and Excel. Calculate figures and amounts such as interest, proportions, decimals, fractions, and percentages. Apply concepts such as fractions, percentages, ratios, and proportions to practical situations. English language, proper grammar, punctuation, and spelling in other oral and written communication. Current business letter/email writing techniques and methods. Operation of standard office equipment including fax machines, copiers, and computers. Abilities The ability to work onsite, with reliability including punctuality and regular attendance. Practices active listening skills to determine the nature of customer inquiries. To provide a calming/stabilizing presence to staff enabling work to be effectively performed. Perform a variety of duties, often changing from one task to another of different nature, without loss of efficiency or composure. Maintain regular, predictable attendance. Maintain sensitive and confidential information.

CERTIFICATIONS, LICENSES, & REGISTRATIONS

This position requires successful completion of a criminal background check including fingerprinting through a national database.

WORK ENVIRONMENT

Physical Work Environment The work environment is typical of an office environment. The noise level in the work environment is moderate to noisy. This position has frequent, close contact with coworkers and the public. Office location within Douglas County may vary based on department needs. Physical Demands Job requires long periods of sitting, typing, talking, and looking at a computer screen. Also, may require extended periods of wearing a headset style phone. Must be able to lift up to 20lbs. Material and Equipment Directly Used Multi-line phone system and integrated computer software. Computer programs used include but not limited to: Outlook e-mail, Microsoft excel, Microsoft Word, phone manager program and state human service computer systems. Copy machine, fax, and postage machine. #J-18808-Ljbffr Douglas County Government (CO)