Customer Service Associate- Part Time- Denver Human Services

About Our Job This posting will accept applications until August 7th. Please apply as soon as possible. Note: This is an on‐call position which will work no more than 39 hours per week and is not eligible for benefits. On‐call positions may have routine or variable work schedules. About Denver Human Services: At Denver Human Services (DHS), we are creating an extraordinary human services organization that is equipped to carry out our vision of a healthy community where every person is connected, supported, safe, and well. Currently, DHS serves one in three Denverites, about a quarter million people, in the moments that matter most. We are driven every day to serve our community with integrity, kindness, and respect, and to seek out new ideas and opportunities so that over time we can prevent more people from needing our services in the first place. Our 1,100 member workforce is our most important resource, and we embrace a values-driven culture focused on creating the conditions for our staff and partners to be bold in our thinking and achieve big results for our community. Diversity at Denver Human Services Over the past three years, Denver Human Services has worked to further define what it means to “Be Human”. While our work has been rooted in providing services that support basic human needs, or what we call essential services, we acknowledge that the whole person cannot thrive without addressing those structural and systemic barriers that prevent all from experiencing equity, inclusion, and respect for diversity. Our mission is “to partner with the community to protect those in harm’s way and help all people in need.” In fulfilling this mission, we understand that the intersections of race and poverty have impacted the disproportionate representation of Black, Indigenous, and people of color (BIPOC) involvement and experience with our agency, the criminal justice system, homelessness, poverty, and poor health outcomes. We believe in and are guided by working to improve: Equity and Access; Safety and Wellness; Connectivity; Economic Resilience; and supporting our Workforce. We are committing to include in our work a strategic focus on Equity, Diversity, and Inclusion for all people. Denver Human Services (DHS) is currently seeking a passionate, and dedicated individual to serve as a Customer Service Agent in the DHS Call Center. As a Customer Service Agent, you will perform comprehensive and technical customer service through high volume phone calls for the Family and Adult Assistance Division (FAAD). Call Center employees will be required to handle a minimum of 65-80 incoming calls per day from new and current clients receiving benefits through FAAD assistance programs. The Family and Adult Assistance Division has a dedicated staff that listens, advises, and helps people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need. Additionally, the Customer Service Agent: Provides comprehensive customer service, in a contact center environment, by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS) Assists customers with inquiries or problems related to DHS programs and services by asking questions to determine customer needs; determines the critical nature of a call and if immediate action is required Creates or accesses cases in the Customer Relationship Management (CRM) module of PeopleSoft to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies Conducts research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems Provides complete and accurate information to customers, which involves identifying customer needs and explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of DHS procedures, programs, services, and CBMS Acts as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in DDHS provided services Observes and complies with departmental policies and procedures, customer service quality standards and compliance guidelines Receives on-going training and updates on changes in the operations of departments and agencies; participates in opportunities to cross train with staff in partner departments and agencies to learn procedures and services Performs other related duties as assigned This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from AssessmentTeam@denvergov.org with a link to the assessment or test. We recommend that you add AssessmentTeam@denvergov.org to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact AssessmentTeam@denvergov.org. About You Our ideal candidate has: Bilingual preferred- Spanish. Able to read, write, and speak proficiently in both Spanish and English At least two years of high-volume, direct contact customer service experience A high level of proficiency using Microsoft Office products (Outlook, Word, Excel) The ability to troubleshoot in various computer systems Previous experience using databases Previous high-volume data-entry experience Previous experience in high-pressure, quality-oriented professional environments Previous experience in accounting/calculations Ability to read, understand, interpret, and apply complex regulations We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications: Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate Experience: Two (2) years customer service experience in a call center environment Education & Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements About Everything Else Job Profile CC2509 DHS Customer Service Agent To view the full job profile including position specifications, physical demands, and probationary period, click here. Position Type Oncall Position Salary Range $19.31 - $28.97 Starting Pay Although our full pay range is included above, the budgeted hiring range for this position is $19.31 - $24.14 per hour. Agency Denver Human Services Assessment Requirement Customer Service Agent: Compliance The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. For information about right to work, click here for English or here for Spanish.