Customer Service Representative I

Customer Service Representative

Do you like a variety in your work and like working with the public? We are looking for a new team member to join our team as Customer Service Representatives. In this role, you will be providing front desk duties to Health Department clients. You will be preparing and gathering relevant paperwork and data to identify the requested need of the caller and providing rapid and accurate screening and referrals.

This position is located at our Southeast Public Health Center in Westmont, however, flexibility to travel to other centers, as needed, will be required. The hours of operation are Monday and Friday from 8:00 am to 4:30 pm, Tuesday, and Thursday from 8:00 am to 7:00 pm. Rotating shifts required to cover middle or evening operating hours on a weekly basis. The starting pay for this position is $15.77 per hour (May increase depending on experience) PLUS full benefit package. As a full-time DuPage County employee, you will be eligible for our full comprehensive benefit package which includes: 12 Paid Holidays per year, Paid Vacation days, 12 weeks of paid paternal leave, 5 paid personal days along with paid sick time. This is also a pension eligible, IMRF Retirement Account position. We are also a qualifying employer under the Public Service Loan Forgiveness Program, and we offer Tuition Reimbursement.

Responsibilities

• Provides general and specific information regarding departmental policies, procedures, and programs to the public.
• Conducts pre-screening activities; directs individuals to the proper location, resource and/or staff.
• Checks in customers; schedules follow-up appointments; collects various methods of payment including cash, check and credit card transactions.
• Notifies staff promptly when an individual arrives for an appointment; prepares client charts and files.
• Answers phones; receives and/or identifies and resolves complaints in accordance with department policies, practices and procedures and standards.
• Screens for eligibility for programs or services; listens and responds to client's concerns and questions to complete the intake process; gathers basic information from the caller including demographics to begin intake process.
• Processes incoming and outgoing calls through the operations of a call distribution center; provides general information to County residents/clients in response to direct inquiries regarding services, locations, and other matters, or refers questions to appropriate parties.
• Compiles data on number of calls, follow-up calls, and source referrals for review by supervisor; schedules appointments; answers TDD calls; operates a personal computer.
• Maintains confidentiality of privileged information and adheres to patient privacy laws.
• Provides support to various programs and completes assigned tasks based on operational needs
• Adheres to department guidelines for attendance and punctuality.
• Maintains required training, licensure and/or certification.
• Demonstrates sensitivity and understanding of other ethnic groups and cultures.
• Participates in emergency response activities as assigned.

Requirements

Some experience working in a human/social service-related field preferred, along with customer service experience. Bilingual applicants preferred but not required. Must attend paid HR new hire orientation in Wheaton.