Benefits & Case Support Specialist (CSR II)

IdahoPTV; Boise (ID); Presencial; USD 19.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid sick and vacation

Retirement plans

Flexible hours

Training opportunities

Descripción de la vacante

Idaho Department of Health & Welfare is hiring a Customer Service Representative 2 in Boise to assist callers with information and benefits across Idaho. The role handles inquiries, connects customers to specialists, and works in a high-volume environment with multiple desktop screens. Telework is not offered.

Applicants must meet minimum qualifications and may be asked to pass a pre-employment drug test. State benefits include vacation, retirement plans, life insurance, and training

Formación

• Some knowledge of interviewing methods
• Experience interpreting, explaining, and applying regulations, laws, or complex policies to carry out assignments
• Experience accessing data using a computerized system
• Experience independently handling complaints and upset individuals in a business setting
• Experience conducting sensitive fact‑finding interviews

Responsabilidades

• Answer questions and resolve complicated case issues with new and existing external customers.
• Research complicated case issues to find resolution.
• Input detailed case/customer data into automated systems.
• Complete various clerical tasks such as answering phones, screening, and channeling calls, and providing information to customers about their benefits case, or answering detailed questions about benefits and services available through the department.
• Determine needs and appropriate programs based on customer responses.
• Determine appropriate next action on child support and food stamps cases based on results of case research.
• Decide and communicate next action or compliance requirements to customers based on comparison of case facts to written policy/process.
• Provide specialized information about Self Reliance programs and services.
• Clarify, explain, and resolve complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers.
• Work cooperatively with staff from their own units and other divisions to identify customer service problems, make recommendations, and plan and coordinate program and communication changes.
• Verify completeness of applications and forms.
• Maintain record keeping systems by adding, deleting, or updating information.

Conocimientos

Customer service

Call center

Regulations interpretation

Data entry

Herramientas

Computer systems

Descripción del empleo

Idaho Department of Health & Welfare is hiring a Customer Service Representative 2 in Boise to assist callers with information and benefits across Idaho. The role handles inquiries, connects customers to specialists, and works in a high-volume environment with multiple desktop screens. Telework is not offered.

Applicants must meet minimum qualifications and may be asked to pass a pre-employment drug test. State benefits include vacation, retirement plans, life insurance, and training