Customer Service Representative – Human Services

El Paso County, Colorado, USA; Colorado Springs (CO); Hybrid; USD 38,000 - 41,000; Full time

Job summary

El Paso County is seeking a customer-focused individual to support our Customer Service Line and assist the community by providing accurate information and connecting customers to appropriate resources. The role requires exceptional service, clear communication, and the ability to offer timely, solution-oriented support in a fast-paced environment.

This position involves in-person presence as an essential function with potential for hybrid work after the initial evaluation period.

Qualifications

• High school diploma or equivalent is required.
• Two years of customer service experience required.
• Bilingual proficiency in Spanish and English preferred.

Responsibilities

• Provides customer service, information, and intervention to DHS clients and the public; answers questions, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs.
• Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.
• Communicates via phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.
• Issues Electronic Benefits Transfer (EBT) cards for assistance programs as assigned; resolves EBT account problems as needed.
• Provides information on housing, rent rebate, and other community agency referrals based on client need.
• Receives incoming monies to the department, issues receipts for payments, and removes overpayment amounts as directed by Finance as assigned.
• Reads and discerns case comments and communicates appropriately with a variety of clients.
• Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.
• Ensures files and incoming unit mail are distributed accurately to appropriate personnel.

Skills

Customer service

Communication

Call center experience

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

VALUES

• Collaborative
• Accountable
• Trustworthy
• Transparent

Job Summary

We are seeking a customer-focused individual to support our Customer Service Line. In this role, you will assist our community by providing accurate information and connecting customers to the appropriate resources.

This position requires exceptional customer service skills, including the ability to communicate clearly, assess customer needs, and provide timely, solution-oriented support in a fast-paced environment.

Hiring Range

$37,800.00 - $40,800.00 annually

Anticipated Hiring Rate

$39,613.60 annually

Work Schedule & Hybrid Availability

This position has an anticipated work schedule of Monday – Friday from 8:00 AM – 5:00 PM; Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change.

Background Checks

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

Closing Notice

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

Provides customer service, information, and administrative support to Department of Human Services (DHS) clients and the public. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Essential Duties/Responsibilities

• Provides customer service, information, and intervention to DHS clients and the public; answers questions, responds to complaints, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs. May greet and assist visitors and ensures the public entering DHS receives necessary direction.
• Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.
• Communicates via phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.
• Issues Electronic Benefits Transfer (EBT) cards for assistance programs as assigned; resolves EBT account problems as needed.
• Provides information on housing, rent rebate, and other community agency referrals based on client need.
• Receives incoming monies to the department, issues receipts for payments, and removes overpayment amounts as directed by Finance as assigned.
• Reads and discerns case comments and communicates appropriately with a variety of clients.
• Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.
• Ensures files and incoming unit mail are distributed accurately to appropriate personnel.
• Reads, understands, and complies with agency letters and department policies and procedures as related to regular job duties and tasks.
• Diffuses hostile client interactions; may direct lobby traffic when emergency situations arise.
• Performs other duties as required.

Supervision Exercised

This classification does not supervise or direct others and has no supervisory authority.

Supervision Received

Receives Direct Supervision: This classification normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. Frequent direction, guidance, and coaching from supervisor is expected.

Knowledge, Skills & Abilities

• Working knowledge of personal computer systems and computer programs.
• Working knowledge of Microsoft Office programs preferred.
• Ability to perform basic mathematical functions.
• Ability to learn and proficiently use multiple computer programs to provide accurate customer service.
• Ability to use standard office equipment including computer, fax machine, copier, and telephone.
• Ability to perform multiple tasks in a highly stressful and high-volume work environment.
• Ability to provide excellent customer service. Ability to interact with difficult and potentially hostile clients.
• Ability to efficiently plan, schedule, and organize in a detail-oriented work environment. Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to work effectively with co-workers, DHS personnel, and clients; ability to communicate effectively both verbally and in writing.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Two years of customer service experience.
• Associate’s degree or higher may substitute for the required experience.

Preferred Education & Experience

• Experience in a human services agency.
• Bilingual proficiency in Spanish and English.
• Call center experience.

Pre-Employment Requirements

• Must pass conditional post offer background investigation and drug screen.

Work Conditions

Duties are performed in a high-volume work environment with exposure to clients in stressful situations. The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.