CUSTOMER SUPPORT SPECIALIST I (DHS)

RI Council 94; Providence (RI); On-site; USD 49,000 - 53,000; Full time

Job summary

The Department of Human Services in Rhode Island seeks a Customer Support Specialist I to operate the central telephone console, greet visitors, and provide information on benefits and services at the entry point.

Under supervision, you will perform routine clerical tasks, forward calls, maintain records, and support customers with clear, courteous communication, contributing to efficient public service operations.

Qualifications

• General knowledge of government services and programs.
• Ability to operate a telephone switchboard or similar console.
• Clear and positive communication with the public.
• Basic clerical/technical tasks as needed.

Responsibilities

• Operate the central DHS telephone console and greet customers.
• Provide information on benefits programs and services at entry point.
• Perform routine clerical tasks and maintain records.
• Direct calls and route to appropriate agency contacts.

Skills

Government services knowledge

Telephone switchboard operation

Communication skills

Typing speed and accuracy

Education

High school diploma or equivalent

Tools

Telephone console/switchboard

Job description

Department

Department of Human Services

Job Profile

JC-02434501-19

Salary

$48,771.00 - $53,059.00

Scheduled Work Days & Work Hours

Monday - Friday, 8:30 am - 4:00 pm 35 Hours - Standard

Job Requisition Number

JR102567

Customer Support Specialist I (DHS)

(Open)

Pay Grade

C00315

Classification

Customer Support Specialist I (DHS Class Definition)

General Statement of Duties

• To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS.
• To perform routine clerical tasks.
• To provide information to DHS customers about the availability of benefits programs and services at the initial point of entry.
• To do related work as required.

Supervision Received

Works under the general supervision of a supervisor with latitude for the exercise of independent judgement; instructions provided in detail initially; work is reviewed in process and upon completion for conformance to established policies, procedures and regulations and to ensure prompt, cheerful and accurate delivery of service.

Supervisor Exercised

To instruct temporary receptionist/telephone operators as needed.

Illustrative Examples of Work Performed

• To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry.
• To operate a central DHS telephone control console or similar device.
• To answer the telephone and to forward and transfer calls as required.
• To serve as receptionist for DHS by greeting customers, determining their needs and referring them to the appropriate agency contact person.
• To provide information regarding benefits programs and services for Rhode Islanders.
• To maintain leaflet racks and disseminate printed literature and correspondence.
• To record work activities and keep other records as required.
• To perform clerical tasks when not occupied as receptionist/telephone console operator.
• To do related work as required.

Required Qualifications for Appointment

• A working knowledge of government services and programs
• A working knowledge of telephone switchboard or control console operation
• The ability to follow written and oral instructions
• The ability to communicate clearly and positively with coworkers and the public
• The ability to type utilizing word processing equipment with reasonable speed and accuracy
• The ability to establish and maintain effective working relationships with supervisors, staff and the public
• Related capacities and abilities

Education and Experience

Education: Such as may have been gained through: graduation from a senior high school, including or supplemented by clerical/technical courses; Experience: Such as may have been gained through: employment in a customer service position responsible for providing information to the public and operation of a telephone console, switchboard, or similar device. Or, a combination of education and experience that is substantially equivalent to the above education and experience.

Supplemental Information

The individual hired to fill this position is being hired into an E-Verify site which contains Federal tax Information (FTI), as defined in IRS Publication 1075. Although the individual may not have direct access to FTI, the individual is required to have their employment eligibility validated through E-Verify. https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf

Benefits

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/. Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.

State of Rhode Island Jobs

The State of Rhode Island is committed to providing fundamental services to all Rhode Islanders. Join our team and enjoy the benefits of providing public service with purpose and impact.

Reasonable Accommodations

The State of Rhode Island provides reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to participate in any part of the process, please contact [e-mail].