Careline Support Specialist — Remote Options

IdahoPTV; Boise (ID); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Paid sick leave

Vacation leave

Retirement plans (2)

Deferred compensation

Life insurance

Disability insurance

FSA

Training opportunities

Flexible hours

Possible telecommuting

Job summary

Idaho Department of Health & Welfare seeks a Customer Service Representative 2 for the 2-1-1 Idaho Careline in Boise. The role focuses on connecting Idahoans with health or human services, handling complex calls, and delivering accurate program information.

Experience in toll-free call center environments and ability to resolve issues is preferred. This is a full-time on-site position with comprehensive Idaho State benefits and potential telecommuting options for certain duties.

Qualifications

• Knowledge of interviewing methods and practices.
• Experience interpreting regulations, laws, or policies.
• Experience accessing data with computerized systems.
• Experience handling complaints and upset customers.
• Experience conducting sensitive fact-finding interviews.

Responsibilities

• Answering phones and screening calls.
• Conducting telephone interviews to determine customer needs.
• Providing information about agency programs and services.
• Clarifying and resolving complex, sometimes volatile issues.
• Researching information beyond procedures to provide solutions.
• Communicating with internal and external customers.
• Completing forms and verifying submissions.
• Maintaining and updating information in records.
• Performing special projects as required.

Skills

Interviewing methods

Interpreting regulations

Data access

Handling complaints

In-depth interviews

Job description

Idaho Department of Health & Welfare seeks a Customer Service Representative 2 for the 2-1-1 Idaho Careline in Boise. The role focuses on connecting Idahoans with health or human services, handling complex calls, and delivering accurate program information.

Experience in toll-free call center environments and ability to resolve issues is preferred. This is a full-time on-site position with comprehensive Idaho State benefits and potential telecommuting options for certain duties.