General Office Assistant 5-E7 - Customer Service Call Agent

State-of-Michigan; Michigan; Hybrid; USD 38,000 - 54,000; Full time

Job summary

The State of Michigan is seeking a General Office Assistant to provide quality customer service to Michigan residents by handling calls and assisting with disability case adjudication in the Disability Determination Service (DDS). The role involves documenting interactions in DCPS and relaying important information to examiners and managers.

Positions may be filled at multiple levels with varying experience requirements.

Qualifications

• No specific type or amount of experience is required.
• One year of administrative support experience.
• Two years of administrative support experience, including one year equivalent to the intermediate level.

Responsibilities

• Answer incoming calls and address issues from claimants, attorneys, medical sources, and other callers to assist in adjudicating disability cases.
• Document conversations and outcomes in DCPS.
• Provide information related to a case with the intent to provide a resolution, relaying pertinent case-specific information to examiners and/or managers, and performing basic office procedures and program guidelines.

Skills

Customer service

Call handling

Administrative support

Education

High school diploma

Job description

The Michigan Department of Health and Human Services mission is to provide opportunities, services, and programs that promote a healthy, safe, and stable environment for residents to be self-sufficient. We are committed to ensuring a diverse workforce and a work environment whereby all employees are treated with dignity, respect, and fairness. For more information, please visit MDHHS Diversity, Equity, and Inclusion Plan.

This position provides quality customer service to the citizens of Michigan by answering incoming calls and addressing issues from claimants, attorneys, medical sources, and other callers as necessary to assist in the process of adjudicating disability cases received in the Michigan DDS. Customer Service Center Agents assist in answering questions and providing information related to a case with the intent to provide a resolution, relaying pertinent case specific information to examiners and/or managers, and functions with basic office procedures and program guidelines. Documents conversations and outcomes in DCPS.

Individuals selected for positions with the Michigan Disability Determination Service (DDS) will be required to pass a complete federal background investigation as required by Homeland Security Presidential Directive 12 (HSPD-12). A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials in order to have access to Social Security Disability data, records, and systems. Finalists must pass a preliminary check prior to a job offer being made. A full background investigation will follow. Further details will be provided during the interview process.

Additional information on the HSPD-12 background investigation is at the following link: Homeland Security Presidential Directive 12 Position Description Job Specification.

Education

Educational level typically acquired through completion of high school.

Experience

General Office Assistant 5

No specific type or amount of experience is required.

General Office Assistant 6

One year of administrative support experience.

General Office Assistant E7

Two years of administrative support experience, including one year equivalent to the intermediate level.

**This posting is to fill 5 positions**

Your application for any position does not guarantee you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.

The physical location of this position is one of the four DDS Area Offices (Traverse City, Lansing, Kalamazoo or Detroit).

Based on operational needs and within established limits, remote work and alternate or hybrid work schedule requests for this position may be considered. Selected candidates who have been approved to work hybrid must complete that work within Michigan. Candidates should confirm work location and schedule at the time of interview.

As a Condition of Employment: Certain positions may require a criminal history background check.

The Department reserves the right to close this posting prior to its original end date once a sufficient number of applications have been received.

Questions related to this position may be directed to Steve Mayer at [e-mail] or Kim Swan at [e-mail].