Bilingual Public Services Call Center Agent (Remote)

denver; Denver (CO); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Lifetime pension

457B Retirement Plan

PTO and holidays

Job summary

Denver Human Services (DHS) seeks a Customer Service Representative for the DHS Call Center to handle high-volume inquiries about FAAD programs. The role requires navigating CBMS and CRM systems to log cases, resolve issues, and guide clients to services.

Experience in fast-paced environments and strong communication skills are valued. Remote work is currently in effect; a hybrid model may be restored, with duties performed within Colorado as needed.

Qualifications

• Two years of experience in high-pressure, quality-oriented role.
• Proficient with Microsoft Office products.

Responsibilities

• Provide comprehensive customer service in a contact center environment by responding to inquiries about Denver DHS programs and services.
• Ask questions to determine customer needs and assess call urgency to determine action.
• Create or access cases in the CRM (PeopleSoft) to enter inquiries and update cases or service orders.
• Research using Colorado Benefits Management System (CBMS) to answer inquiries.
• Explain applicable regulations and DHS procedures to customers with accurate information.
• Liaise between customers and DHS staff; follow up on requests and resolve service issues.

Skills

MS Office (Outlook/Word/Excel)

High-pressure environment

Job description

Denver Human Services (DHS) seeks a Customer Service Representative for the DHS Call Center to handle high-volume inquiries about FAAD programs. The role requires navigating CBMS and CRM systems to log cases, resolve issues, and guide clients to services.

Experience in fast-paced environments and strong communication skills are valued. Remote work is currently in effect; a hybrid model may be restored, with duties performed within Colorado as needed.