Customer Service Representative 2 - WEL

Description

DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS

***THIS ANNOUNCEMENT WILL BE OPEN UNTIL FILLED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE TO BE CONSIDERED.

This is a Customer Service Representative 2 located in Boise. This position will provide customer service to individuals calling requiring information and assistance from across the state. These individuals respond to customer inquiries for various benefits and services as well as connect customers to specialists via an integrated statewide phone system.

Self-Reliance Representatives work in a high volume, high stress work environment and assist customers for various benefits, services and applications questions. In addition, all provide customer service and support to customers in the office. Self-Reliance Representatives direct customers to the appropriate specialist or helps resolve the specific inquiry or problem the customer is facing.

This announcement may be used to fill full-time, part-time, and temporary positions.

 Temporary positions are limited to working 1,385 hours in a 12-month period for any one state agency. Employees are eligible for benefits if they work twenty (20) hours or more per week and the term of employment is expected to exceed five (5) continuous months.

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. 

BENEFITS:

BEST RETIREMENT AVAILABLE IN THE NATION 

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

OTHER EXCELLENT BENEFITS

• 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

 EXAMPLE OF DUTIES:

•  Answer questions and resolve complicated case issues with new and existing external customers.
• Research complicated case issues to find resolution.
• Input detailed case/customer data into automated systems.
• Complete various clerical tasks such as answering phones, screening, and channeling calls, and providing information to customers about their benefits case, or answering detailed questions about benefits and services available through the department.
• Determine needs and appropriate programs based on customer responses.
• Determine appropriate next action on child support and food stamps cases based on results of case research.
• Decide and communicate next action or compliance requirements to customers based on comparison of case facts to written policy/process.
• Provide specialized information about Self Reliance programs and services.
• Clarify, explain, and resolve complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers.
• Work cooperatively with staff from their own units and other divisions to identify customer service problems, make recommendations, and plan and coordinate program and communication changes.
• Verify completeness of applications and forms.
• Maintain record keeping systems by adding, deleting, or updating information.
  

MINIMUM QUALIFICATIONS:

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.

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

EEO/ADA/Veteran:

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.