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Client Support Specialist

2 months ago

Knoxville, Tennessee, United States Veritas HHS LLC Full time
Job Overview

Veritas-HHS is in search of a Customer Service Representative to join our dedicated team. This role is pivotal in delivering exceptional service to our clients and stakeholders.

Company Overview

Veritas-HHS specializes in providing consulting and operational support to health and human services agencies at both state and county levels. Our team comprises seasoned professionals who are adept at addressing the complexities of delivering improved and efficient services amidst rapidly changing policies and systems.

Our organizational culture is anchored in our mission and core values, prioritizing our personnel as the cornerstone of our success. Here’s a glimpse of our Mission and Core Values:

Mission – Engage in socially beneficial work, enjoy the process, and thrive.

Core Values - Integrity, innovation, quality service, and teamwork.

Benefits Offered:

  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Short-Term and Long-Term Disability
  • Life Insurance
  • Employee Assistance Program
  • Telehealth Services
  • Paid Time Off
  • Nectar Rewards Program

Position Responsibilities

The Customer Service Representative plays a crucial role in assisting clients and stakeholders who reach out via phone. This position serves as the initial point of contact for inquiries, requiring effective communication with a diverse clientele. Key responsibilities include:

  • Handling a significant volume of inquiries from clients utilizing available resources.
  • Identifying and facilitating solutions for client issues.
  • Referring cases to the appropriate Child Support Case Manager when necessary.
  • Verifying existing case information in the automated system to ensure accurate processing.
  • Conducting outbound calls as assigned.
  • Clarifying actions or inactions regarding client cases.
  • Employing established customer service techniques to address complaints.
  • Educating clients about available programs, services, and resources that promote self-sufficiency.
  • Documenting all inquiries and responses in accordance with established procedures.
  • Contributing to the overall productivity goals of the office and completing follow-up tasks as required.
  • Performing additional duties of a similar nature as needed.

Qualifications

  • Preferred: An Associate's Degree in a behavioral science or human services field, along with one year of customer service experience.
  • High school diploma or equivalent, combined with at least one year of customer service experience involving extensive public interaction.
  • Proficiency in Microsoft Office applications and experience operating a personal computer.
  • A strong commitment to delivering superior customer service, excellent verbal and written communication skills, and the ability to engage positively with clients from diverse cultural and socio-economic backgrounds are essential.

This job description is not exhaustive and may encompass additional duties and responsibilities as required.