Customer Service Assistant

Franklin County Department of Human Resources; West Virginia; On-site; USD 28,000 - 36,000; Full time

Job summary

Franklin County Department of Human Resources seeks a Customer Service Assistant to help residents with routine inquiries about social services and public assistance programs. The role provides clerical support, handles in-person and phone inquiries, routes questions, and maintains documentation and records with accuracy and within timeframes.

The position involves preparing correspondence, processing documents, and supporting office operations, including logs and reports.

Qualifications

• High school diploma or GED plus one year of experience in customer service, clerical or office work, or an equivalent combination of training and experience.

Responsibilities

• Assist residents with routine inquiries in person, by telephone, or other methods.
• Provide routine information about department programs, forms, and procedures.
• Respond to routine questions, complaints, or requests for service; refer to appropriate personnel.
• Maintain logs and compile reports as needed; process documentation within established timeframes.
• Receive, sort, and organize documentation; review for completeness and accuracy; distribute between departments and external parties.
• Maintain records and perform data entry; prepare, update, and filing of logs and reports.
• Conduct records maintenance in line with record retention guidelines; draft correspondence and prepare mail.

Skills

Customer service

Clerical work

Data entry

Record maintenance

Education

High school diploma or GED

Job description

The primary purpose of the Customer Service Assistant classification is to assist residents with routine inquiries regarding social service and public assistance programs and to provide general clerical support to the department.

Perform customer service functions in person, by telephone or by other methods related to general inquiries. Provide routine information regarding department programs, procedures, forms and other matters. Respond to routine questions, complaints, or requests for service. Refer questions, complaints, or requests for service to appropriate personnel. Maintain related logs and compiles reports, as needed. Process a variety of documentation associated with general inquiries per established procedures and within designated timeframes. Receive, sort, and organize documentation. Review documentation for completeness and/or accuracy. Distribute documentation between departments and internal/external individuals and agencies. Maintain related logs and compiles reports. Perform other general office and clerical activities, including but not limited to preparing, updating and maintaining files, logs, and reports. Conduct records maintenance activities in compliance with guidelines governing record retention. Draft correspondence, prepare outgoing mail, make copies, and perform data entry.

These duties are illustrative only and you may perform some or all of these duties or other job-related duties as assigned.

High school diploma or GED plus one (1) year of experience in customer service, clerical or office work; or any equivalent combination of training and experience.

Must meet background check requirements.

Supervisory Responsibilities

None required.