CUSTOMER SUPPORT SPECIALIST I (DHS)

Customer Support Specialist I (DHS)

To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry; to do related work as required.

Works under the general supervision of a supervisor with latitude for the exercise of independent judgement; instructions provided in detail initially; work is reviewed in process and upon completion for conformance to established policies, procedures and regulations and to ensure prompt, cheerful and accurate delivery of service.

To instruct temporary receptionist/telephone operators as needed.

Illustrative examples of work performed:

• To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry.
• To operate a central DHS telephone control console or similar device.
• To answer the telephone and to forward and transfer calls as required.
• To serve as receptionist for DHS by greeting customers, determining their needs and referring them to the appropriate agency contact person.
• To provide information regarding benefits programs and services for Rhode Islanders.
• To maintain leaflet racks and disseminate printed literature and correspondence.
• To record work activities and keep other records as required.
• To perform clerical tasks when not occupied as receptionist/telephone console operator.
• To do related work as required.

Required qualifications for appointment:

Knowledges, skills and capacities: A working knowledge of government services and programs; a working knowledge of telephone switchboard or control console operation; the ability to follow written and oral instructions; the ability to communicate clearly and positively with coworkers and the public; the ability to type utilizing word processing equipment with reasonable speed and accuracy; the ability to establish and maintain effective working relationships with supervisors, staff and the public; and related capacities and abilities.

Education and experience: Such as may have been gained through: graduation from a senior high school, including or supplemented by clerical/technical courses; and experience: Such as may have been gained through: employment in a customer service position responsible for providing information to the public and operation of a telephone console, switchboard, or similar device. Or, a combination of education and experience that is substantially equivalent to the above education and experience.