CUSTOMER SUPPORT SPECIALIST

Description

Our Mission: Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence, and stability of individuals and families.

Our Vision: To end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach)

ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design and continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long-term stability and sustainability.

The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being, and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse, and building strong communities.

The Customer Support Specialist is the first point of contact for all clients needing assistance within the Community & Child Support Services Division (CCSS) of Arapahoe County’s Human Services Department. This position provides exceptional customer service and a wide variety of administrative duties associated with the efficient operations of CCSS.

Duties

• Provides quality customer service and serves as a first point of contact to clients of the Community and Child Support Services Division
• Assists clients with paperwork, applications, referrals, answers questions and provides direction, and conducts research.
• Performs document management duties, such as analyzing and screening documentation/applications for accuracy and performing data entry and recordkeeping activities of all necessary information.
• Utilizes various departmental computer systems for research, input, and tracking of relevant information.
• Performs administrative activities that support the operations of CCSS, which may include duties such as creating/typing correspondences, answering phones, filing, data entry, creating and collating information packets, mail distribution, and records retrieval.
• Provides cross-functional coverage when necessary and determined by the Supervisor.

REQUIREMENTS:
Skills, Abilities, and Competencies:
• Demonstrated ability to provide professional-level customer service to a diverse population in a fast-paced environment.
• Demonstrated ability to utilize computers and systems proficiently
• Quality-driven and high attention to detail
• Exposure and/or knowledge of governmental policies/procedures as it relates to Human Services and Child Welfare is highly desired
• Exposure and/or knowledge to the Two-Generation Approach is highly desired.

Behavioral Competencies (these are required for all positions at ACG):
Accountability Accessibility Inclusivity Integrity

Requirements

Education and Experience:
• High School diploma or equivalent
• 2+ years’ experience in customer service/administrative type role
• A combination of education and work experience that satisfy the requirements of the job may be considered.

Supplemental Information

Pre-Employment Additional Requirements:
• Must successfully pass pre-employment testing, which includes an acceptable motor vehicle record (MVR) and background check.
• Possession of a valid Class “R” Colorado Driver’s License or the ability to obtain one within two weeks of appointment.
• Security clearance required: will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check

WORK ENVIRONMENT:
• Work is generally confined to a standard office environment.

PHYSICAL DEMANDS:
The following are some of the physical demands commonly associated with this position.
• Spends 90% of the time sitting and 10% of the time either standing or walking.
• Occasionally lifts, carries, pulls or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls, and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar, and in public meetings and personal interactions.
• Constant use of eye, hand, and finger coordination, enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of a computer or other work-related equipment.

Below, please list any special physical demands associated with this position. For instance, exposure to hazardous environments, blood-borne pathogens, extreme heat/cold, use of power equipment or machinery, and wearing of PPE (personal protective equipment).

Definitions:
Occasionally: Activity exists less than 1/3 of the time.
Frequently: Activity exists between 1/3 and 2/3 of the time.
Constantly: Activity exists more than 2/3 of the time.

Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to: myDirectLoan/#!/pslf/launch

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Toll-Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.

As a Regular Full-Time employee at Arapahoe County Government, you are eligible for benefits such as:

• Medical, Dental, and Vision Insurance
• Life and Supplemental Life Insurance
• Short and Long Term Disability
• Mandatory Pension Plan
• Deferred Compensation Plan
• Pre-paid Legal Services
• Vacation and Sick Leaves
• Holiday pay
• Training and Educational Reimbursement Opportunities

For a more detailed listing of our benefit programs, click on the MENU link on the left and then Benefits Summary. 01 Please choose the response that best describes your educational background.

• High School Graduate or GED
• Associate Degree
• Bachelor's Degree
• Master's Degree

02 Please choose the best response that lists your general office clerical and customer service experience.

• Less than 1 year of experience
• 1 year of experience
• 2 years of experience
• 3 years of experience
• 4 years of experience
• 5 years or more of experience

03 Please choose the best response that lists your Human Services or call center environment experience.

• Less than 1 year of experience
• 1 year of experience
• 2 years of experience
• 3 years of experience
• 4 years of experience
• 5 or more years of experience

04 Are you fluent in another language other than the English language?

• Yes
• No

05 If yes, what language(s), other than English, are you fluent in (ability to read and write)? 06 Have you ever had an Intentional Program Violation (IPV) related to the receipt of Human Services Benefits such as TANF, Food Stamps or Colorado Works monies? (A "Yes" answer does not automatically disqualify you from employment, since the nature of the violation, date and the job for which you are applying is also considered.)

• Yes
• No

Required Question