Customer Service Representative

3 days ago

Boise, Idaho, United States State of Idaho Full time
Job Title: Customer Service Representative 2

We are seeking a highly skilled and dedicated Customer Service Representative 2 to join our team at the Idaho Department of Health and Welfare. As a key member of our customer service team, you will be responsible for providing exceptional service to individuals across the state, responding to inquiries, and connecting customers to specialists via our integrated statewide phone system.

Job Summary:

This is a challenging and rewarding role that requires strong communication and problem-solving skills. You will work in a high-volume, high-stress environment, assisting customers with various benefits, services, and applications. Your primary goal will be to provide accurate and timely information, resolve customer issues, and ensure a positive experience for all interactions.

Key Responsibilities:
  • Respond to customer inquiries and resolve complex case issues
  • Research and resolve customer complaints in a professional and courteous manner
  • Input detailed customer data into automated systems
  • Complete various clerical tasks, including answering phones, screening, and channeling calls
  • Determine customer needs and appropriate programs based on their responses
  • Work cooperatively with staff from other units and divisions to identify customer service problems and implement solutions
Requirements:
  • Some knowledge of interviewing methods and experience interpreting, explaining, and applying regulations, laws, or complex policies
  • Experience accessing data using a computerized system and independently handling complaints and upset individuals in a business setting
  • Experience conducting sensitive fact-finding interviews and providing specialized information about Self-Reliance programs and services
  • Strong communication and problem-solving skills, with the ability to work in a high-volume, high-stress environment
Benefits:

We offer a comprehensive benefits package, including:

  • 11 paid holidays
  • Generous vacation and sick leave accrual
  • PERSI Choice 401(k) and Deferred Compensation Plan
  • Life insurance and Short and Long-Term Disability Insurance
  • Wellness programs and Employee Assistance Program (EAP)
  • Flexible Spending Accounts (FSA) and a wide variety of training opportunities

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity.

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