Customer Support Specialist (Human Services)

GENERAL DESCRIPTION OF JOB:

The Customer Support Specialist is the first point of contact for all clients needing assistance within the Community & Child Support Services Division (CCSS) of Arapahoe County’s Human Services Department. This position provides exceptional customer service and a wide variety of administrative duties associated with the efficient operations of CCSS.

DUTIES:

• Provides quality customer service and serves as a first point of contact to clients of CCSS Division.
• Assists clients with paperwork, applications, referrals, answers questions and provides direction, and conducts research.
• Performs document management duties, such as analyzing and screen documentation/applications for accuracy and performing data entry and recordkeeping activities of all necessary information.
• Utilizes various departmental computer systems for research, input, and tracking of relevant information.
• Performs administrative activities that support the operations of CCSS, which may include duties such as: creating/typing correspondences, answering phones, filing, data entry, creating and collating information packets, mail distribution, and records retrieval.
• Provides cross functional coverage when necessary and determined by Supervisor.

REQUIREMENTS:

Skills, Abilities and Competencies:

• Demonstrated ability to provide professional level customer service to a diverse population in a fast-paced environment.
• Demonstrated ability to utilize computers and systems proficiently.
• Quality driven and high attention to detail.
• Exposure and/or knowledge of governmental policies/procedures as it relates to Human Services and Child Welfare is highly desired.
• Exposure and/or knowledge to the Two-Generation Approach is highly desired.

Behavioral Competencies (these are required for all positions at ACG):

• Accountability
• Accessibility
• Inclusivity
• Integrity

Education and Experience:

• High School diploma or equivalent
• 2+ years’ experience in customer service/administrative type role
• A combination of education and work experience that satisfy the requirements of the job may be considered.

Pre-Employment Additional Requirements:

• Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.
• Possession of a valid Class “R” Colorado Driver’s License or the ability to obtain one within two weeks of appointment.

Post-Employment Requirements:

Will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check.

WORK ENVIRONMENT:

Work is generally confined to a standard office environment.

PHYSICAL DEMANDS:

The following are some of the physical demands commonly associated with this position.

• Spends 90% of the time sitting and 10% of the time either standing or walking.
• Occasionally lifts, carries, pulls or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.

Definitions:

Occasionally: Activity exists less than 1/3 of the time.
Frequently: Activity exists between 1/3 and 2/3 of the time.
Constantly: Activity exists more than 2/3 of the time.