General Office Assistant 5-E7 - Customer Service Call Agent

State of Michigan; United States; Hybrid; USD 32,000 - 45,000; Full time

Job summary

State of Michigan is seeking a Customer Service Center Agent for the Disability Determination Service. The role handles incoming calls from claimants, attorneys, medical sources, and others to aid in disability case adjudication.

Candidates will document conversations in DCPS and relay case details to examiners and managers, ensuring accurate information flow and timely resolutions. Remote/hybrid work may be considered based on operations and interview.

Qualifications

• High school diploma typically required.
• Ability to provide quality customer service and communicate clearly.
• Familiarity with basic office procedures and guidelines.

Responsibilities

• Answer incoming calls from claimants, attorneys, medical sources, and other callers.
• Address issues to assist in adjudicating disability cases in the Michigan DDS.
• Document conversations and outcomes in DCPS.
• Provide information and resolutions and relay pertinent case details to examiners and managers.

Job description

Job Details

Department: Health and Human Services - Central Office

Job classification: General Office Assistant 5-E7

Posting type: Open

Categories: Administrative Assistant, Clerical & Data Entry

Summary

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.

Position Overview

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

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.

Supplemental Information

This posting is to fill 5 positions

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.

Image of the upper and lower peninsula of Michigan with counties outlined and a red highlight on Kalamazoo county.Image of the upper and lower peninsula of Michigan with counties outlined and a red highlight on Grand Traverse county.Image of the upper and lower peninsula of Michigan with counties outlined and a red highlight on Ingham county.Image of the upper and lower peninsula of Michigan with counties outlined and a red highlight on Wayne county.

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].

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MDHHS is proud to be a Michigan Veteran’s Affairs Agency (MVAA) Gold Level Veteran-Friendly Employer