Bilingual Customer Relations Specialist

Job Description

Job Description

Job Title: Bilingual Customer Relations Specialist                            
Department: Human Services       
Reports To: Deputy Director of Economic Security
Classification: Full-Time, Non-Exempt
Compensation Range: $50,000 - $54,000
Benefits: Employee Benefits | Lake County, CO      

Why join our team?
Join a workplace where public service meets opportunity. At Lake County Government, employees are empowered to grow, collaborate, and make a meaningful impact every day. We offer a supportive environment that values innovation and connection, with reliable compensation, comprehensive benefits, and a commitment to helping you succeed both professionally and personally.

Cultural Expectations

• Assume Good Intent: Approach each interaction with positive mindset and openness to understand others.
• Model Professional: Maintain high standards in behavior and communication that reflects our values.
• Apply County Wide Lens: Consider the broader impact of decisions on our community and organization as a whole.
• Be Solutions-Oriented: Focus on finding constructive solutions rather than dwelling on problems or challenges.
• Practice Servant Leadership: Prioritize the needs of others, fostering a supportive and collaborative work environment.
• Support Meaningful Work-Life Balance: Encourage boundaries that support personal well-being while achieving professional responsibilities.

Position Summary
Entry-level position for motivated individuals looking to develop a career in public assistance. The role involves assisting clients with inquiries, providing accurate information, and helping with the application process for Food Assistance, Medicaid, TANF, Adult Financial and additional programs. Strong communication, customer service dedication, and a willingness to learn are essential. Comprehensive training is provided, with opportunities for career advancement, including the potential to transition into a Benefits Case Manager role.

General Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Functions
This position is responsible for managing the front desk of DHS. This includes:

• Collecting documentation and applications for persons requesting financial, medical, and food assistance, as well as any programs operated by the department or in the community.
• Assessing needs, interpreting programs, and making referrals appropriate to services and assistance available in the department or community.
• Learn how to process and determine eligibility for Medicaid Programs.
• Be willing to be available for application assistance and eligibility determination off-site if requested.
• Providing client case updates when requested.
• Answers phone calls and checks voicemails. Takes messages and then relays client questions to the appropriate party.
• Updates Benefits Case Managers on client issues and general office operations.
• Sends client correspondence and other mail as requested by LDHS staff.
• Makes collateral contacts as requested by Benefits Case Managers and other staff.
• Handles picking up office mail from the post office and the outside dropbox daily. Will gather all documentation and provide it to the required individuals.
• Makes referrals for fraud investigations when necessary and assists the Lead Benefits Case Manager and Deputy Director when tasks are assigned as requested.
• Providing customer service
• Distributes EBT cards to eligible clients

Supervisory Responsibilities

None of the Deputy Directors of Economic Security supervises this position.

Requirements

• Graduation from High School or GED equivalent.
• At least two years of office experience with an emphasis on working with the public and customer experience.
• Proficiency in both English and Spanish.
• Knowledge:
• Assistance available through other community agencies and/or programs
• Basic and effective communication techniques in dealing with escalated individuals
• Basic knowledge of or ability to learn and understand Human Services operations, procedures, and programs
• Excellent knowledge of and demonstrated proficiency in utilizing Microsoft Office Suite
• Willingness and ability to learn software and programs (CBMS, Google, EDMS, Etc)

Ability to:

• Ability to learn and understand the EBT card process
• Ability to use basic office equipment
• Ability to be a self-starter/work independently as required
• Superior verbal and written communication skills and effective listening skills
• Perform all aspects of job responsibilities with honesty and integrity
• Work in a fast-paced environment

Hazard Notice
May work with escalated individuals

Physical Activity & Work Environment

• Ability to work indoors in an office environment with prolonged periods of sitting at a desk and working at a computer.
• Ability to lift up to 25 pounds.
• Ability to see close up and far away, with or without glasses or contacts. Ability to work outdoors in inclement, hot, or cold weather as required by attendance of County events or local emergencies.

Applicant Notice
Lake County Government posts all official employment opportunities on its careers page linked here. Positions may also appear on external job boards such as LinkedIn, Indeed, and ZipRecruiter through our applicant tracking system.

Please be aware that unauthorized third parties may repost or imitate job listings. The most accurate and up-to-date information will always be available on our official website. Applicants are recommended to apply directly through our career page and should not provide personal information outside of the official application process.

EOE Statement

Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

Notice of Work Authorization Requirement

Applicants must be authorized to lawfully work for any employer in the United States. Lake County is unable to sponsor or take over sponsorship of an employment Visa.

Notice of Emergency/Disaster Responsibilities

All Lake County Employees may be required to work as a Disaster Service Worker when a local declaration of emergency or disaster is declared by the Board of County Commissioners. To be prepared for this role, all employees and emergency service function (ESF) leads will attend emergency management trainings and exercises as requested by the Director of Emergency Management. With advanced notification from OEM, employees will make reasonable efforts to attend training events in coordination with other employees and supervisors.

Other Duties

Please note that this job description does not intend to cover or contain a full comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Expected Duration of the Application Process

Due to the nature of the application and selection process for Lake County full-time positions, applicants can reasonably expect the application process to take a significant amount of time to complete before a decision is made to hire or not to hire. Typically, it takes approximately two (2) to four (4) weeks from the date of application to complete the entire selection process. The length of time it takes to complete the process can vary depending on a variety of factors. Please note that this is an estimated duration of the selection process.

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