Customer Service Representative 2 - WEL

IdahoPTV; Boise (ID); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Paid sick and vacation

Retirement plans

Flexible hours

Training opportunities

Job summary

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

Qualifications

• 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

Responsibilities

• 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.

Skills

Customer service

Call center

Regulations interpretation

Data entry

Tools

Computer systems

Job description

Customer Service Representative 2 - WEL - 27075

USA:ID:Boise | Customer Service | Full Time

16.81 - 16.81 USD per hour

Description

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

*THIS ANNOUNCEMENT WILL BE OPEN UNTIL FILLED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE TO BE CONSIDERED.*

The Department of Health and Welfare is hiring a Customer Service Representative 2 in Boise. This position will provide customer service to individuals calling requiring information and assistance from across the state. These individuals respond to customer inquiries for various benefits and services as well as connect customers to specialists via an integrated statewide phone system.
Customer Service Representative work in a high call volume environment assisting customers for various benefits, services and applications questions. In addition, all customer service representatives process task work utilizing several benefit programs while using several desktop screens at one time to achieve these functions.

This position is not eligible for telework.

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
• 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.

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.

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.