Customer Service Agent

Customer Service Agent

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers competitive pay commensurate with education and experience. New hires are typically brought into the organization between $21.26 and $26.57. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location & Schedule

The City and County of Denver supports a hybrid workplace model, however, this position with the Denver Human Services Call Center is currently working remotely Full Time. A hybrid model may be reinstated. Employees must work within the state of Colorado on their telecommuting days. Please note that the schedule for this position is Monday-Friday 8:00am-4:30pm.

Who We Are & What You'll Do

At Denver Human Services (DHS), we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

Denver Human Services (DHS) is currently seeking a passionate, bilingual (preferred not required), and dedicated individual to serve as a Customer Service Representative in the DHS Call Center. As a Customer Service Representative, 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 listens, advises, and helps people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need.

Specifically, as a Customer Service Agent you will:

• Provide 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)
• Assist 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
• Create 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
• Conduct research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
• Provide 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
• Act 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
• Observe and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
• Receive 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
• Perform other related duties as assigned

What You'll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

Our ideal candidate has some or all the following experience, skills, and characteristics:

• A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
• At least two years of experience in high-pressure, quality-oriented professional environments
• Ability to read, understand, interpret, and apply complex regulations
• Previous high-volume data-entry experience
• Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English

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.

License/Certifications: None

Application Deadline

This position is expected to stay open until September 7. Please submit your application as soon as possible and no later than September 7 at 11:59 PM.