Customer Service Representative 2 - CYFS

IdahoPTV; Boise (ID); On-site; USD 40,944,000 - 55,395,000; Full time

Benefits offered by this job

Paid sick and vacation

Flexible hours

Telecommuting

Job summary

Idaho Department of Health & Welfare is seeking a Customer Service Representative 2 for the 2-1-1 Idaho Careline in Boise. You will handle inbound calls, interpret regulations, provide program information, and connect Idahoans with services in a complex, caring call-center environment.

The role emphasizes resolving issues, documenting interactions, and offering clear, accurate information. Bilingual English/Spanish preferred; strong public service mindset required.

Qualifications

• Knowledge of interviewing methods and practices.
• Experience interpreting, explaining, and applying regulations or complex policies.
• Experience accessing data using computerized systems.
• Ability to handle unhappy customers and de-escalate situations.
• Experience conducting sensitive one-on-one interviews to elicit facts.

Responsibilities

• Answering phones, screen and channel calls.
• Clarify, explain, and resolve customer issues with clear responses.
• Research information beyond existing procedures to provide solutions.

Skills

Interviewing methods

Regulatory interpretation

Data access systems

Handling complaints

Sensitive fact-finding interviews

Bilingual English/Spanish (preferred)

Spanish literacy (preferred)

Job description

Customer Service Representative 2 - CYFS - 26154

USA:ID:Boise | Customer Service | Full Time

16.81 - 16.81 USD per hour

Posted 2 days ago | Apply before September 23, 2026

Description

DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS

How would you like to make a difference in the health and safety of the citizens of Idaho and have an impact on your community? The Division of Family and Community Services has an exciting employment opportunity for Customer Service Representative 2 with the 2-1-1 Idaho Careline at our Westgate office in Boise. The 2-1-1 Idaho Careline, a free statewide community Information and Referral service, is available to link Idahoans with health or human service providers and programs. This position requires a distinctive skill set; the incumbents must have the ability to think critically through challenging social service’s needs, systemic issues, and the technology needs of a call center. Candidates must also possess the skills and knowledge to manage and problem-solve through calls that may be complex and provide solutions to customers.

We are a dedicated team looking for individuals with the right skills who want to join us in making a difference. Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply.

The Idaho Department of Health & Welfare is a drug-free workplace.Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test.

BENEFITS:

The State of Idaho offers a robust total compensation and benefits package, including but not limited to:

• Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time)
• 2 voluntary supplemental retirement plans including both pre-tax and Roth options
• Deferred compensation plan
• Life insurance for self, spouse, and children
• Short and long-term disability insurance
• Flexible Spending Accounts (FSA)
• Wide variety of training opportunities
• Some positions offer flexible hours and/or telecommuting
• Maintaining record keeping systems by adding deleting or updating information
• Answering phones, screen and channel calls
• Conducting telephone interviews to determine customers' requests and needs
• Providing specialized information about agency programs and services
• Clarify, explaining, and resolving complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers
• Research information beyond existing procedures to provide solutions and answer questions
• Communicating with internal and external customers, which requires good public relations skills
• Complete forms with required information
• Verifying completeness of applications and forms
• Other tasks including special projects
• Possess extensive knowledge of department programs and objectives

MINIMUM QUALIFICATIONS:

You must possess all the minimum qualifications below to pass the exam for this position. Please make sure your resume or work history supports your meeting the minimum qualifications for this position. Failure to do this may disqualify you from being considered for this position.It is highly recommended to attach a one-page cover letter to your application to demonstrate how you meet the requirements below.

• Some knowledge of interviewing methods. Typically gained by professional experience interviewing, or through training in effective interviewing practices. (General reception experience required of receptionists is non-qualifying.)
• Experience interpreting, explaining, and applying regulations, laws, or complex policies to carry out assignments. Typically gained by at least six (6) months or more of full-time experience interpreting, explaining and applying regulations, laws or complex policies to process documents and to help customers through processes. General reception duties are not at the level required for this position.
• Experience accessing data using a computerized system. Typically gained by six (6) months or more of experience accessing data using a computerized system. Using a computerized cash register does not qualify.
• Experience independently handling complaints and upset individuals in a business setting. Typically gained by at least six (6) months of full-time experience in a business setting where I handled upset or angry customers. (Experience in a retail environment would qualify.)
• Experience conducting sensitive fact-finding interviews. Typically gained by at least six (6) months of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services. (Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.

Below is preferred experience. It is not required for the position but applicants with this experience may receive consideration over other applicants.

• Ability to speak English & Spanish fluently. You may be assessed on your abilities during a hiring interview.
• Ability to read and write Spanish and English fluently. You may be assessed on your ability to read and write English & Spanish during a hiring interview.

If you have questions, please contact us at:

Email is the quickest way to get an answer to your questions.

(answered Monday through Friday during business hours MST)

EMAIL: [e-mail]

PHONE: [phone]

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact [phone] (TTY/TTD: 711), or email [e-mail].

Preference may be given to veterans who qualify under state and federal laws and regulations.