DHS Customer Service Agent

The City and County of Denver is seeking a dedicated individual to join their diverse workforce as a DHS Customer Service Agent. This role involves providing comprehensive customer service through high-volume phone calls, assisting clients with inquiries related to public assistance programs, and connecting them to necessary resources.

Responsibilities:

• Provide 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)
• Assist 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
• Create 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
• Conduct research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
• Provide 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
• Act 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
• Observe and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
• Receive 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
• Perform other related duties as assigned

Requirements:

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate
• Two (2) years customer service experience in a call center environment
• A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
• At least two years of experience in high-pressure, quality-oriented professional environments
• Ability to read, understand, interpret, and apply complex regulations
• Previous high-volume data-entry experience
• Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English