Family and Adult Division Customer Service Representative

: About Our Job 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 a competitive salary commensurate with education and experience. The salary range for this position is $20.26-$30.39. 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 + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location 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 through June of 2024. At that time a hybrid model may be reinstated. Employees must work within the state of Colorado on their telecommuting days. What You'll Do Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we'd love to work with you! Denver Human Services (DHS) is currently seeking a passionate, bilingual (preferred not required), and dedicated individual to serve as a Family and Adult Division Customer Service Representative in the DHS Call Center. As a Family and Adult Division 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 the Family and Adult Division Customer Service Representative 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

About You 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.

This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position, you will receive an email from View email address on us.fitly.work with a link to the assessment or test. We recommend that you add View email address on us.fitly.work to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact View email address on us.fitly.work . Application Deadline This position is expected to stay open until January 31, 2024. Please submit your application as soon as possible and no later than January 31, 2024, at midnight to ensure consideration. About Everything Else Job Profile CC2509 DHS Customer Service Agent To view the full job profile including position specifications, physical demands, and probationary period, click here . Position Type Unlimited Position Salary Range $20.26 - $30.39 Starting Pay Although our full pay range is included above, the budgeted hiring range for this position is $20.26- $25.32 per hour based on related experience and additional pay factors. Agency Denver Human Services Assessment Requirement Customer Service Agent: Compliance The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. For information about right to work, click here for English or here for Spanish.