Client Support Specialist 2
2 weeks ago
COMMITTED TO ENHANCING THE WELL-BEING, SECURITY, AND AUTONOMY OF IDAHO RESIDENTS
This position is for a Customer Service Representative 2. The role involves delivering exceptional customer service to individuals seeking information and assistance. Representatives will address inquiries related to various benefits and services, as well as connect clients with specialists through a comprehensive phone system.
Customer Service Representatives operate in a fast-paced, high-pressure environment, assisting clients with a range of benefits, services, and application inquiries. They guide customers to the right specialist or help resolve specific issues.
This role may encompass full-time, part-time, and temporary positions.
Temporary roles are restricted to a maximum of 1,385 hours within a 12-month period for any single state agency. Employees working twenty (20) hours or more weekly may qualify for benefits if their employment term exceeds five (5) continuous months.
The organization maintains a drug-free workplace. Candidates offered employment must successfully complete a pre-employment drug screening.
BENEFITS:
OUTSTANDING RETIREMENT OPTIONS
We provide one of the best retirement plans available.
ADDITIONAL EXCELLENT BENEFITS
- 11 paid holidays
- Generous vacation and sick leave accrual from the start
- (for full-time employees working 30+ hours per week)
- Retirement savings plan
- Deferred compensation options
- Life insurance coverage
- Short and long-term disability coverage
- Wellness initiatives
- Employee Assistance Program (EAP)
- Flexible Spending Accounts (FSA)
- Diverse training opportunities
- Some roles may offer flexible hours and/or remote work options
- Address inquiries and resolve complex case issues for new and existing clients.
- Investigate intricate case matters to find solutions.
- Enter detailed client data into automated systems.
- Perform various clerical tasks, including answering phones, screening calls, and providing information about benefits.
- Assess needs and recommend appropriate programs based on client feedback.
- Determine next steps for child support and food assistance cases based on case research outcomes.
- Communicate compliance requirements to clients based on policy comparisons.
- Provide specialized information regarding Self-Reliance programs and services.
- Clarify and resolve complex issues, preparing clear responses for clients.
- Collaborate with colleagues to identify service challenges and propose solutions.
- Ensure application completeness and maintain record-keeping systems.
Candidates must meet all minimum qualifications to be considered for this position. Ensure your resume or work history reflects your qualifications.
- Knowledge of interviewing techniques. Typically acquired through professional experience or training in effective interviewing practices.
- Experience interpreting and applying regulations or complex policies. Generally obtained through at least six (6) months of full-time experience in a relevant role.
- Experience using computerized systems for data access. Usually gained through six (6) months or more of relevant experience.
- Experience managing complaints in a professional setting. Typically obtained through at least six (6) months of full-time experience in a customer-facing role.
- Experience conducting sensitive interviews. Generally acquired through at least six (6) months of experience requiring in-depth interviewing skills.
EEO/ADA/Veteran:
The organization is committed to providing equal employment opportunities and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, as well as on the basis of race, color, religion, political affiliation, sex, national origin, genetics, or any other status protected under applicable laws.
The organization is dedicated to accessibility and reasonable accommodations for individuals with disabilities.
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