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Customer Service Representative 2PrintApplyCustomer Service Representative 2Salary$14.54 HourlyLocationBoise, IDJob TypeTemporaryDepartmentHealth and WelfareJob Number05195 PCN 9060Closing6/1/2020 11:59 PM Mountain
Description
Benefits
Questions
DescriptionThe Department of Health and Welfare, Division of Welfare is currently recruiting for temporary, benefit eligible, Customer Service Representative 2 - Self-Reliance Representatives for our Customer Service Center at the Westgate field office in Boise to provide customer service to individuals calling and 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.We offer a competitive benefits package which includes excellent medical, dental and vision insurance; generous vacation and sick leave accrual beginning as soon as you start; ten paid holidays a year; participation in one of the nation's best state retirement systems; multiple savings plans and optional 401K; life insurance; wellness programs; ongoing training opportunities; and more.This announcement may be used to fill both regular and bilingual openings. If you read, write, and/or speak Spanish, please apply for this position. Successful bilingual applicants may have their names certified to both regular and bilingual hiring lists.This announcement will be used to fill temporary positions. If you have previously applied for the Customer Service Representative 2 classification and wish to be considered for these positions, you must reapply under this announcement. Previous scores will not be used.The Idaho Department of Health & Welfare is a drug-free workplace. Any applicant offered employment in these positions at the Idaho Department of Health and Welfare, will be required to pass a pre-employment drug test.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
Clarifying, explaining, and resolving 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
Verifying completeness of applications and forms
Maintaining record keeping systems by adding deleting, or updating information
Minimum QualificationsYou must possess all the minimum qualifications listed below to pass the exam for this position. Click on the Questions tab associated with this announcement for the details regarding minimum qualification requirements.
Some knowledge of interviewing methods
Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments
Experience accessing data using a computerized system
Experience independently handling complaints and upset individuals in a business setting
Experience conducting sensitive fact-finding interviews
Experience working with multiple electronic devices, systems, and data records
Supplemental InformationAdditional Qualifications: Are not required; however, having the minimum qualifications and the education or experience below will increase your score.
Experience in some or all of the following areas: opening, sorting and routing mail to the appropriate location; scanning documents into electronic information systems; setting up applications for multiple benefits programs; setting tasks for Self-Reliance Specialists; monitoring fax queues for multiple regions; completing public records requests; answering questions about benefits and services offered by Health and Welfare; and directing customers to the appropriate Self-Reliance Specialist for final case action. Gained by at least two months of work experience in these areas.
Experience providing phone support to customers regarding Health and Welfare benefits, including, but not limited to, answering questions related to Health and Welfare benefits programs, updating demographics on benefits cases, referring customers to internal and external partners to resolve concerns, setting tasks for Self-Reliance Specialists, and performing basic case maintenance for Health and Welfare customers. Gained by at least two months of work experience in these areas.
People MakingA Difference!Our mission is topromote and protectthe health and safetyof Idahoans.For all Idaho state government jobs:https://dhr.idaho.gov If you have questions,please contact us at:Trouble Applying Call: Applicant Support Toll-free number: 1-855-524-5627Monday through Friday6:00 a.m. - 5:00 p.m. Pacific TimeEmail:dhwjobs@dhw.idaho.gov (answered Monday through Friday during business hours MST)Phone:(208) 334-0681(answered Monday through Friday during business hours MST)Visit us online!Learn about a career with IDHW:www.careers.dhw.idaho.govEEO/AA/VeteranHiring is done without regard to race, color, religion, national origin, sex, age or disability. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources at (208) 334-2263.Preference may be given to veterans who qualify under state and federal laws and regulations.https://dhr.idaho.gov/StateEmployees/Benefits.htmlBenefits may not be applicable for temporary or seasonal positions.01I have education or experience with interviewing methods.Requires professional experience interviewing, or through training in effective interviewing practices. (General reception experience required of receptionists is non-qualifying.)
Yes
No
02I have 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.)
Yes
No
03I have 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.
Yes
No
04I have the equivalent of six (6) months of full time experience in a business setting where I handled upset or angry customers. If I could not calm them, I would then refer the customer to a supervisor or manager for further assistance.(Experience in a retail environment would qualify.)
Yes
No
05I have six (6) months or more of experience accessing data using a computerized system.Using a computerized cash register does not qualify.
Yes
No
06I have experience working with multiple electronic devices, systems, and data records.Please select the appropriate response. Your general resume or work history must validate the response you provide. Answers that are not supported in the resume or work history portion of your general application may result removal from a hiring list.
A. I have at least six months of experience working with multiple electronic devices (high-speed scanner, computerized data-bases, electronic case file systems, etc.) in processing a high volume of work with tight timelines.
B. I have at least one year of experience working with multiple electronic devices (high-speed scanner, computerized data-bases, electronic case file systems, etc.) in processing a high volume of work with tight timelines.
C. I have at least one year of experience described above and have completed training using the Idaho Benefit Eligibility System (IBES) and/or Idaho Child Support Enforcement System (ICSES) and at least one month after completion of training using either system to access information to provide customer service to Self Reliance customers.
D. I do NOT have at least six months of experience working with multiple electronic devices (high-speed scanner, computerized data-bases, electronic case file systems, etc.) in processing a high volume of work with tight timelines. .
07This question is not a minimum qualification. However, having the experience described in option A and/or B will increase your exam score.Your general resume or work history must validate the response you provide. Answers that are not supported in the resume or work history portion of your general application may result removal from a hiring list.Please select the option(s) below that best describe your experience.
A. I have at least two months of experience in some or all of the following areas for Health and Welfare: opening, sorting and routing mail to the appropriate location; scanning documents into electronic information systems; setting up applications for multiple benefits programs; setting tasks for Self-Reliance Specialists; monitoring fax queues for multiple regions; completing public records requests; answering questions about benefits and services offered by Health and Welfare; and directing customers to the appropriate Self-Reliance Specialist for final case action.
B. I have at least two months of experience providing phone support to customers regarding Health and Welfare benefits, including, but not limited to, answering questions related to Health and Welfare benefits programs, updating demographics on benefits cases, referring customers to internal and external partners to resolve concerns, setting tasks for Self-Reliance Specialists, and performing basic case maintenance for Health and Welfare customers.
C. I do NOT have the experience as described above in option A or B.
08I am able to speak English & Spanish fluently. If you select 'yes' you may be assessed on your abilities during a hiring interview.This specialty area is not required for all positions. Responding "no" to this item will not affect your score nor disqualify you from positions that do not require this specialty.
Yes
No
09I can read and write Spanish and English fluently. If you select 'yes' you may be assessed on your ability to read and write English & Spanish during a hiring interview.This specialty area is not required for all positions. Responding "no" to this item will not affect your score nor disqualify you from positions that do not require this specialty.
Yes
No
Required Question
AgencyState of IdahoAddress304 North 8th StreetBoise, Idaho, 83720Websitehttps://www.governmentjobs.com/careers/idahoApply
