Term Limited - Program Intake Representative

Program Intake Representative

The City of Seattle Human Services Department (HSD) is seeking a customer focused Program Intake Representative to assist clients and determine eligibility for the Utility Discount Program (UDP). The Utility Discount Program team offers eligible customers a 60% discount on their Seattle City Light bill and a 50% discount on their Seattle Public Utility Bill, there are over 40,000 households enrolled. Working in a call center environment, you will work with clients from diverse backgrounds to evaluate their needs and determine their eligibility for the program.

To be successful in this role, you are a highly efficient problem solver with strong prioritization skills and a sharp eye toward accuracy and detail. You love people and you are welcoming and warm by treating all clients with kindness, empathy, and respect.

The Human Services Department funds and operates programs and services that meet the basic needs of the most vulnerable people in our community – families and individuals with low incomes, children, domestic violence and sexual assault victims, people experiencing homelessness, seniors, and persons with disabilities. We invest in programs that help people gain independence and success.

Work Schedule: This hourly position is full time and typical work hours Monday-Friday 7:00 am – 3:30pm. This is a hybrid position.

Job Responsibilities

• Be part of a Contact Center and answer a large volume of calls while completing data entry and reviewing customer accounts in multiple databases; interview prospective clients; review documentation and income calculations; and determine customer eligibility in UDP. Identify the specific information that is needed for the client to complete the process and mail it out by the next business day.
• Use conflict management skills to listen, defuse and resolve customer issues, and when working with difficult and sometimes hostile customers.
• For complete application packets calculate income, review and approve/ deny application, send a letter to clients that are denied.
• Providing information and referral on services available through other agencies.
• Utilizing language interpreters when appropriate to meet clients' needs
• Making copies, faxing, and other general office and clerical duties

Qualifications

Minimum Qualifications:

Education: Associate's degree in social science, Education, or related field

Experience: 2+ years of experience interviewing or counseling clients, or in community outreach, preferably in a social service setting

OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties

• Creative problem-solver who demonstrates initiative and is a team player.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of clients, colleagues, community partners, and other city agencies Experience working in a fast-paced, structured call center environment.
• Ability to multi-task, set priorities and manage time effectively.
• Knowledgeable and comfortable in the use of Microsoft Excel, Outlook, and Word
• Comfortable and able to learn new computer programs and technical tools quickly Experience and a desire in providing excellent customer service to individuals from a wide cross section of culturally and ethnically diverse people, including refugees and non-English speakers

Additional Information

This term limited position is expected to end on 12/31/2028

Your application will not be reviewed if these items are missing or incomplete:

Hiring Process Applications are reviewed after the posting closes. Qualified candidates must submit the following to be considered:

1. Completed NEOGOV online application.
2. Current résumé indicating relevant experience and education.
3. Cover letter describing how your skills and experience align with the stated job responsibilities and qualifications.
4. Supplemental questionnaire responses

Offers of employment are contingent on verification of information provided by the applicant as part of the application process, which may include a detailed background check, pre-placement physical exam, and/or full driver's abstract, dependent upon position.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website.

This role is open to all candidates that meet the minimum qualifications. We value different viewpoints and life experiences. Your application will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, veterans, and those with diverse life experiences.