The Colorado Coalition for the Homeless seeks a Customer Service Specialist to provide consistent, high-quality assistance to users of the various CCH database applications which includes Electronic Health Record (EHR), Human Resources Information Systems (HRIS), and Homeless Management Information Systems (HMIS). The Customer Service Specialist acts as a lead user resource. Responsibilities entail providing Tier 1 technical support, answering application questions, data entry problem resolution, and tracking incoming tickets/phone calls via ticketing management tool. This position collaborates with others to provide ongoing functional and technical assistance and support, escalating issues to internal or external resources when needed and ensures data integrity and quality. This position is located at 2130 Stout St. Denver, CO 80205 and reports to the Database Applications Manager.
In addition to the unique challenges and extraordinary rewards of our work, eligible Coalition employees enjoy a rich benefits package, including:
- Health insurance coverage on the first day of employment: full-time employees contribute only 1% of their earnings for their own health coverage, and no more than 4% of their earnings for coverage of eligible dependents. We’re proud to offer same- and opposite-sex domestic partner coverage;
- Dental, vision, and flexible spending/dependent care/public transit accounts;
- Free basic life insurance and long-term disability coverage;
- Dollar-for-dollar retirement plan matching contributions up to 5% of earnings;
- Extensive paid time-off, including 8 holidays, 12 days of sick leave, and three weeks of vacation for new full-time employees in their first full year.
Essential Job Functions
- Maintains relationships with department directors, managers, and end-users to support full deployment of database functionality.
- Applies superb customer service and communication skills to provide phone, computer-based, and in-person support to resolve end-user problems.
- Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems.
- Monitors and responds quickly and effectively to requests received through the helpdesk. Owns issues through resolution.
- Interprets, evaluates, troubleshoots, diagnoses and resolves user inquiries or issues pertaining to application functionality; provides guidance, assistance, coordination and follow-up on requests, questions and problems.
- Uses a variety of methods including virtual evaluation to track and accurately document the ticket status of user inquiries/incidents and coordinates appropriate responses and follow-ups to ensure client satisfaction.
- Ensures that all users are given the appropriate system access; creates/modifies/removes user accounts in a timely manner.
- Inputs data to online applications, databases, and spreadsheets with efficiency and attention to detail to maintain high-quality data standards.
- Trains staff members on appropriate, recommended and required system usage.
- Completes small-scale technical projects, translating technical details into business-relevant language.
- Provides continuous, timely status information in a professional manner to ensure customer satisfaction, keeping users and team members abreast of major problems and escalation progress.
- Tracks requests and analyzes helpdesk trends to identify problems or opportunities; reports opportunities/trends to manager.
- Surveys helpdesk users to identify their level of satisfaction, compiles survey results, collaborates with the management, team and/or designated groups to address satisfaction deficits.
- Evaluates application discrepancies and reports necessary issues and enhancements to the appropriate software vendors or support teams.
- Uses system data to communicate progress toward quality metrics and provides regular updates on quality reporting requirements.
- Analyzes and collaborates with department teams on system change requests and completes configurations.
- Performs other duties as assigned.
Employee must be able to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree in Information Systems, Computer Science, Health Information Systems or other technical fields/business-related area preferred. Equivalent experience may substitute for education.
- Experience in a technical environment/field or software support/maintenance preferred.
- Experience with Microsoft desktop operating systems (Windows 7), Internet and web conferencing technology preferred.
- Experience in a technical support environment preferred.
- Experience in Health IT software or Human Resources Information Systems (HRIS) preferred.
The Colorado Coalition for the Homeless is committed to delivering services, making employment-related decisions, selecting volunteers, and selecting vendors without regard to age over 40, race, sex, color, religion, creed, national origin, ancestry, disability, genetic information, marital status, sexual orientation, gender identity, gender expression, pregnancy, medical condition related to pregnancy, military status, or any other applicable status protected by law.