Customer Service Agent
About the role
The City and County of Denver offers competitive pay commensurate with education and experience. New hires are typically brought into the organization between $21.26 and $26.57. We also offer generous benefits for full-time employees which include but are not limited to:
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 457B Retirement Plan
- 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
- Competitive medical, dental and vision plans effective within 1 month of start date
Responsibilities
As a Customer Service Representative, you will perform comprehensive and technical customer service through high volume phone calls for the Family and Adult Assistance Division (FAAD).
- 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)
- Absorb and respond to 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
We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels.
You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.
Our ideal candidate has some or all the following experience, skills, and characteristics:
- 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
- Previous high-volume data-entry experience
- Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English
Qualifications
- Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
- Experience Requirement: Two (2) years customer service experience in a call center environment
Skills
Additional appropriate education may be substituted for the minimum experience requirements.
Benefits
We offer generous benefits for full-time employees which include but are not limited to:
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 457B Retirement Plan
- 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
- Competitive medical, dental and vision plans effective within 1 month of start date
Pay
Though the full range is listed, our expected hiring range is between $21.26 and $26.57.
Schedule
This position is currently working remotely Full Time. A hybrid model may be reinstated. Employees must work within the state of Colorado on their telecommuting days. Please note that the schedule for this position is Monday-Friday 8:00am-4:30pm.
About Everything Else
To view the full job profile including position specifications, physical demands, and probationary period, click here.
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: Unlimited
Position Salary Range: $21.26 - $31.89 Target Pay: Though the full range is listed, our expected hiring range is between $21.26 and $26.57.
Agency: Denver Human Services
Redeployment during Citywide Emergencies: The City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.
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.
To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days’ notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S. For information about right to work, click here for English or here for Spanish.