Customer Care Agent 2

2 weeks ago

Boise, Idaho, United States State of Idaho Full time


COMMITTED TO ENHANCING THE WELL-BEING, SECURITY, AND AUTONOMY OF IDAHO RESIDENTS

This position is for a Customer Service Representative 2 within the State of Idaho. The role involves delivering assistance to individuals seeking information and support statewide. Representatives address inquiries related to various services and benefits, connecting clients with specialists through a comprehensive phone system.

Customer Service Representatives operate in a dynamic and demanding environment, providing support for a range of benefits, services, and application-related questions. They guide clients to the right specialist or assist in resolving specific issues faced by the customer.

This announcement may be utilized to fill full-time, part-time, and temporary roles.

Temporary roles are limited to a maximum of 1,385 hours within a 12-month timeframe for any single state agency. Employees working twenty (20) hours or more weekly are eligible for benefits, provided their employment term is anticipated to exceed five (5) continuous months.

The State of Idaho promotes a drug-free workplace. Any candidate offered a position will be required to successfully complete a pre-employment drug screening.

BENEFITS:

EXCEPTIONAL RETIREMENT OPTIONS

We offer one of the best retirement plans available (PERSI), which provides a lifetime benefit.

ADDITIONAL ATTRACTIVE BENEFITS
  • 11 paid holidays
  • Generous vacation and sick leave accrual starting immediately
  • (for full-time positions/30+ hours per week)
  • PERSI Choice 401(k)
  • Deferred compensation options
  • Life insurance coverage
  • Short and long-term disability insurance
  • Wellness initiatives
  • Employee Assistance Program (EAP)
  • Flexible Spending Accounts (FSA)
  • A variety of training opportunities
  • Some roles may offer flexible hours and/or remote work options
KEY RESPONSIBILITIES:
  • Address inquiries and resolve complex case issues for both new and existing clients.
  • Investigate intricate case matters to achieve resolution.
  • Input detailed customer data into automated systems.
  • Perform various clerical duties, including answering phones, screening calls, and providing information regarding benefits cases.
  • Assess needs and recommend appropriate programs based on customer feedback.
  • Determine necessary actions on child support and food assistance cases based on case research findings.
  • Communicate next steps or compliance requirements to clients based on policy comparisons.
  • Provide specialized information about Self-Reliance programs and services.
  • Clarify and resolve complex issues, preparing clear and concise responses for clients.
  • Collaborate with colleagues across units and divisions to identify service challenges, propose solutions, and coordinate program changes.
  • Ensure completeness of applications and forms.
  • Maintain record-keeping systems by updating information as necessary.
MINIMUM QUALIFICATIONS:

Candidates must meet all minimum qualifications listed below to pass the examination for this position. Ensure your resume or work history demonstrates your qualifications. Failure to do so may result in disqualification. It is advisable to attach a cover letter to your application to illustrate how you meet the requirements below.
  • Some knowledge of interviewing techniques. Typically acquired through professional experience or training in effective interviewing methods.
  • Experience interpreting and applying regulations, laws, or complex policies. Generally gained through at least six (6) months of full-time experience in a relevant role.
  • Experience using computerized systems to access data. Typically gained through six (6) months or more of relevant experience.
  • Experience managing complaints and difficult individuals in a professional setting. Generally gained through at least six (6) months of full-time experience in a customer-facing role.
  • Experience conducting sensitive interviews. Typically gained through at least six (6) months of experience requiring in-depth interviewing skills.


EEO/ADA/Veteran:

The State of Idaho is dedicated to providing equal employment opportunities and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities.

The State of Idaho is committed to accessibility and reasonable accommodations for individuals with disabilities; auxiliary aids and services are available upon request.

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