JFS Aide

Montgomery County; Kentucky; On-site; USD 28,000 - 40,000; Full time

Job summary

Montgomery County in Kentucky seeks a receptionist/clerical support. Under supervision, you interview applicants for public assistance, determine eligibility, and refer to the right unit.

You will perform clerical tasks, input and retrieve data, and support call center operations while assisting clients in person with online case information and benefits. High school diploma or equivalent plus 3 months in customer service and 3 months in office practices is required, or a customer service

Qualifications

• High school diploma or equivalent required; customer service experience preferred.
• Certificate program in customer service is acceptable in lieu of experience.
• Experience with data entry, filing, and using databases is a plus.

Responsibilities

• Screen applicants to determine the type of public assistance and schedule appointments.
• Accept documents, scan or enter into agency systems, and maintain case files.
• Answer phones, print documents, prepare reports, and handle mail.
• Assist clients in person with online case information and benefit card services.
• Serve as first point of contact for clients and visitors; provide resource information.
• Support call center operations and route calls to appropriate departments.
• Monitor emails, respond timely, and document referrals in agency systems.
• Track cases and tasks using spreadsheets and state systems.

Skills

Customer service

Data entry

Office administration

Phone handling

Spreadsheet usage

Record keeping

Education

High school diploma or equivalent

Customer service certificate program

Tools

Database systems

Spreadsheet software

Job description

Under direct supervision from Job and Family Services Supervisor, Job and Family Services Manager or higher level administrator performs receptionist and clerical support services by interviewing applicants for public assistance to determine type of assistance desired and refers applicant to appropriate personnel and performs variety of clerical tasks related to completion and maintenance of case records which includes taking photographs of customers for purpose of identification cards and issuance of entitlement documents and determining eligibility for emergency assistance and entering and retrieving data via computer systems.

• Screen applicants to determine the type of public assistance requested and schedule appointments with the appropriate unit or team.
• Provide or accept documents from applicants or recipients, and scan or enter documents into agency systems.
• Perform clerical duties, including answering phones, printing documents, preparing spreadsheets, handling mail, completing required forms, and preparing reports.
• Assist clients in person with accessing online case information, phone systems, and benefit card service vendors. Retrieve and enter client data into the database, verify, and retrieve said data.
• Serve as the first point of contact for clients and visitors, maintain the reception and forms room area, and offer community resource information and assistance with inquiries.
• Support call center operations, answer incoming customer service calls, accurately route calls to the appropriate department or queue, provide case status updates, reschedule appointments, and enter phone messages into the agency database.
• Retrieve and respond to voicemails, return inquiry calls, and mail forms/applications upon request.
• Monitor various email boxes for incoming emails, ensuring all correspondence is addressed timely and assigned appropriately.
• Make appropriate and/or required cross-referrals to the proper agencies and document the referral in state/agency systems
• Track and assign cases and tasks utilizing spreadsheets, state/agency systems
• Attend required trainings, meetings, and workshops.

(Performs Related Duties as Required)

High school diploma or equivalent and three (3) months experience in customer service plus three (3) months experience in office practices and procedures, database use, and spreadsheets, or completion of customer service certificate program; ORalternative, equivalent evidence of the minimum class requirements.

Driving Requirement: Must maintain a current, valid United States driver’s license with an acceptable driving record.

Training and Development: N/A