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Customer Service Representative 2 - FACS

Posting Begin Date: 2024/05/16
Posting End Date: 2024/06/16
Category: Community Services
Sub Category: Communications
Work Type: Full Time
Remote: Flexible Hybrid
Location: Boise, ID, United States
Minimum Salary: 15.96
Maximum Salary: 15.96
Pay Rate Type: Hourly

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How would you like to make a difference in the health and safety of the citizens of Idaho and have an impact on your community? The Division of Family and Community Services has an exciting employment opportunity for a Customer Service Representative 2 with the 2-1-1 Idaho CareLine at our Westgate office in Boise. The 2-1-1 Idaho CareLine, a free statewide community Information and referral service, is available to link Idahoans with health or human service providers and programs. This position requires a distinctive skill set; the incumbents must have the ability to think critically through challenging social services needs, systemic issues, and the technology needs of a call center. Candidates must also possess the skills and knowledge to manage and problem-solve through calls that may be complex and provide solutions to customers. Telework is available upon successful completion of training and entrance probation.

We are a dedicated team looking for individuals with the right skills who want to join us in making a difference. Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply. The ability to fluently read, write, and speak both Spanish and English is preferred.

The Idaho Department of Health & Welfare is a drug-free workplace. Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test. In addition, successful candidates will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation.  



We have one of the Nation's best state retirement systems (PERSI) that offers a lifetime benefit. 


  • 11 paid holidays
  • Generous vacation and sick leave accrual beginning as soon as you start 
  • Paid parental leave
  • Medical, dental, vision insurance - incredible rates!(full-time/30+ hours per week)
  • PERSI Choice 401(k)
  • Deferred compensation plan
  • Life insurance
  • Short and long-term disability insurance
  • Student Loan Forgiveness
  • Wellness programs
  • Employee Assistance Program (EAP)
  • Flexible Spending Accounts (FSA) 
  • Wide variety of training opportunities
  • Some positions offer flexible hours and/or telecommuting


  • Maintaining record keeping systems by adding deleting, or updating information.
  • Conducting telephone interviews to determine customers' requests and needs.
  • Providing specialized information about agency programs and services.
  • Clarifying, explaining, and resolving complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers.
  • Researching information beyond existing procedures for many solutions and answers to questions.
  • Working cooperatively with staff from their own units and other divisions.
  • Answering phones, screen and channel calls.
  • Completing forms with required information.
  • Verifying completeness of applications and forms.
  • Compiling data and preparing reports.


You must possess all the minimum qualifications below to pass the exam for this position. Please make sure your resume or work history supports your meeting the minimum qualifications for this position. Failure to do this may disqualify you from being considered for this position. It is highly recommended to attach a one-page cover letter to your application to demonstrate how you meet the requirements below.

  • Some knowledge of interviewing methods. Typically gained by professional experience interviewing, or through training in effective interviewing practices. (General reception experience required of receptionists is non-qualifying.)
  • Experience interpreting, explaining, and applying regulations, laws, or complex policies to carry out assignments. Typically gained by at least six (6) months or more of full-time experience interpreting, explaining and applying regulations, laws or complex policies to process documents and to help customers through processes. General reception duties are not at the level required for this position.
  • Experience accessing data using a computerized system. Typically gained by six (6) months or more of experience accessing data using a computerized system. Using a computerized cash register does not qualify.
  • Experience independently handling complaints and upset individuals in a business setting. Typically gained by at least six (6) months of full-time experience in a business setting where I handled upset or angry customers. (Experience in a retail environment would qualify.)
  • Experience conducting sensitive fact-finding interviews. Typically gained by at least six (6) months of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services. (Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.)

Below is preferred experience. It is not required for the position but applicants with this experience may receive consideration over other applicants.

  • Ability to speak English & Spanish fluently. You may be assessed on your abilities during a hiring interview.
  • Ability to read and write Spanish and English fluently. You may be assessed on your ability to read and write English & Spanish during a hiring interview.  

    Learn About a Career with DHW

    ***PLEASE NOTE: application assistance is not available after the business hours listed below, on the weekends, or on holidays and you must apply before 4:59 pm on the closing date. When applying, use CHROME as your browser to avoid complications.

    If you have questions, please contact us at:

    Email is the quickest way to get an answer to your questions.

    (answered Monday through Friday during business hours MST)

    EMAIL: [email protected] 

    PHONE: (208) 334-0681


    The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

    The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email [email protected].

    Preference may be given to veterans who qualify under state and federal laws and regulations.