Customer Service Technician - Part Time

Need more information on completing a job application? See the EPC Application process here.

This is an in-person position not eligible for remote work. Bilingual preferred.

Are you looking for a career change? A career with the Department of Human Services might be looking for you. This is an entry level position that will allow you to broaden your horizons and allow you to help those in the community that need resources such as food or medical assistance. Working in the lobby includes responsibilities to greet clients, direct them to the specific technician that can assist them and issue benefits cards. This fast-paced, in person environment will give you the knowledge you need to excel in our agency. We are looking for a self-starter who is familiar with various office programs. Acute data entry and listening skills are needed to succeed in this role. Our team welcomes someone who is flexible to take on different tasks on a daily basis to assure that everyone in our department is reaching daily goals. In this role your efforts will have a significant impact on your community.

Hiring Range: $15.630 - $20.066 hourly

(salary to be commensurate with qualifications)

This position has an anticipated work schedule of approximately 25 hours per week Monday Friday, 12:00pm 5:00pm, subject to change. Under FLSA guidelines, this position is non-exempt.

Please be advised this position may close on or after 4/19/2024, without advance notice, should we receive a sufficient number of qualified applications.

Provides information, customer service and administrative support at the front desk to Department of Human Services (DHS) clients and the general public.

• Provides customer service, information and intervention to DHS clients and the general public; answers questions, responds to complaints, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs. Greets and assists visitors and ensures the public entering DHS receives necessary direction.
• Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.
• Communicatesvia phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.
• Issues Electronic Benefits Transfer (EBT) cards for assistance programs; resolves EBT account problems.
• Provides information on housing, rent rebate, and other community agency referrals based on client need.
• Receives incoming monies to the department, issues receipts for payments, and removes overpayment amounts as directed by Finance.
• Reads and discerns case comments and communicates appropriately with a variety of clients.
• Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.
• Ensures files and incoming unit mail are distributed accurately to appropriate personnel.
• Reads, understands and complies with agency letters and department policies and procedures as related to daily, weekly and monthly tasks.
• Diffuses hostile client interactions; directs lobby traffic when emergency situations arise.
• Performs other duties as required.

Knowledge, Skills, and Abilities:

• Bi-lingual proficiency in Spanish and English highly desired.
• Ability to perform basic mathematical functions.
• Working knowledge of personal computer system and computer programs.
• Working knowledge of Microsoft Office programs preferred.
• Ability to learn and proficiently use multiple computer programs to provide accurate customer service.
• Ability to use standard office equipment including computer, fax machine, copier and telephone.
• Ability to perform multiple tasks in a highly stressful and high volume work environment.
• Ability to interact with difficult and potentially hostile clients.
• Ability to efficiently plan, schedule, and organize in a detail-oriented work environment. Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problems solving skills.
• Ability to work effectively with co-workers, DHS personnel, and clients;ability to communicate effectivelyboth verbally and in writing.
• Maintain regular and punctual attendance.

Required Education and Experience:

• High school diploma or equivalent education.
• Minimum two years of full-time customer service experience.

PreferredEducation and Experience:

• Customer service experience in a human services agency.

Pre-Employment Requirements:

• Must pass conditional post offer background investigation and drug screen.

Duties are performed in a high volume work environment with exposure to clients in stressful situations. This is a part-time position regularly working up to 25 hours per week.

VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.

Sick leave is provided toemployeesper the Healthy Families and Workplaces Act.