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Client Support Specialist

2 months ago


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

Veritas-HHS is on the lookout for a Customer Service Representative to join our dedicated team. This role is essential in providing assistance to clients and stakeholders who reach out to our office via telephone.

About Veritas-HHS

At Veritas-HHS, we specialize in delivering consulting and operational solutions to health and human services agencies at both state and county levels. Our team comprises seasoned experts who tackle the complexities of enhancing service delivery amidst changing policies and systems.

Our organizational culture is rooted in our mission and core values, which prioritize our workforce as the cornerstone of our success. This is why our employees find fulfillment in their roles at Veritas-HHS. 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 of service, and teamwork.

Employee Benefits:

  • Comprehensive Health Insurance
  • Dental and Vision Coverage
  • 401(k) Retirement Plan
  • Short-term and Long-term Disability Insurance
  • Life Insurance
  • Employee Assistance Programs
  • Telehealth Services
  • Generous Paid Time Off
  • Nectar Rewards Program

Position Responsibilities

The Customer Service Representative plays a vital role in addressing a high volume of inquiries from clients seeking assistance. Key responsibilities include:

  • Responding promptly to customer inquiries using available resources.
  • Identifying issues and providing solutions to customer challenges.
  • 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.
  • Explaining actions taken or not taken regarding customer cases.
  • Utilizing established customer service practices to resolve complaints effectively.
  • Educating customers about available programs and resources that foster self-sufficiency.
  • Documenting all inquiries and responses in accordance with defined procedures.
  • Contributing to the office's productivity goals and completing follow-up tasks as required.
  • Performing additional duties of a similar nature as needed.

Qualifications

Preferred candidates will possess:

  • An Associate's Degree in a behavioral science or human services field, along with one year of customer service experience.
  • A 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 familiarity with personal computer operations.
  • A strong commitment to delivering exceptional customer service, with excellent verbal and written communication skills, and the ability to engage positively with clients from diverse backgrounds.

This job description serves as a general overview of the responsibilities and qualifications associated with the position. Employees are accountable for all duties outlined in their role.