Family and Adult Services Call Center Representative

About Our Job With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. What We Offer The City and County of Denver offers a competitive salary commensurate with education and experience. Although the full salary range for this position is posted, the target hiring range is $20.76-$25.50. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

The City and County of Denver has announced furlough days, or unpaid days off, for most employees to meet a budget shortfall in 2025. There are two fixed furlough days for all limited (temporary positions with an end date) and unlimited (permanent) employees on August 29th, the Friday before Labor Day, and November 28th, the day after Thanksgiving. If you receive an offer for this position, your annual pay will determine whether you are required to take additional furlough days. Details will be discussed during the offer process for selected candidate(s). Location The City and County of Denver supports a hybrid workplace model, however, this position with the Denver Human Services Call Center is currently working remotely Full Time. A hybrid model may be reinstated. Employees must work within the state of Colorado on their telecommuting days. Please note that the schedule for this position is Monday-Friday 8:00am-4:30pm.What You’ll Do Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we’d love to work with you! Denver Human Services (DHS) is currently seeking a passionate, bilingual (preferred not required), and dedicated individual to serve as a Customer Service Representative in the DHS Call Center. As a Customer Service Representative, you will perform comprehensive and technical customer service through high volume phone calls for the Family and Adult Assistance Division (FAAD). Call Center employees will be required to handle a minimum of 65-80 incoming calls per day from new and current clients receiving benefits through FAAD assistance programs. The Family and Adult Assistance Division has a dedicated staff that listens, advises, and helps people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need. Specifically, as a Customer Service Representative you will:

• Provide comprehensive customer service, in a contact center environment, by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS)
• Assist customers with inquiries or problems related to DHS programs and services by asking questions to determine customer needs; determines the critical nature of a call and if immediate action is required
• Create or accesses cases in the Customer Relationship Management (CRM) module of PeopleSoft to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies
• Conduct research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems
• Provide complete and accurate information to customers, which involves identifying customer needs and explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of DHS procedures, programs, services, and CBMS
• Act as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues; possesses the authority to resolve discrepancies in DDHS provided services
• Observe and complies with departmental policies and procedures, customer service quality standards and compliance guidelines
• Receive on-going training and updates on changes in the operations of departments and agencies; participates in opportunities to cross train with staff in partner departments and agencies to learn procedures and services
• Perform other related duties as assigned

What You’ll Bring We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level. Our ideal candidate has some or all the following experience, skills, and characteristics:

• A high level of proficiency using Microsoft Office products (Outlook, Word, Excel)
• At least two years of experience in high-pressure, quality-oriented professional environments
• Ability to read, understand, interpret, and apply complex regulations
• Previous high-volume data-entry experience
• Bilingual is a plus. Able to read, write, and speak proficiently in both Spanish and English

Required Minimum Qualifications

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Two (2) years customer service experience in a call center environment.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.

Application Deadline This position is expected to stay open until October 6th, but may be extended until October 10th at 11:59pm. Please submit your application as soon as possible or by October 6th at 11:59pm to ensure consideration. About Everything ElseJob Profile CC2509 DHS Customer Service Agent To view the full job profile including position specifications, physical demands, and probationary period, click here. Position Type Unlimited Position Salary Range $20.76 - $31.14 Target Pay The target hiring range for this position is $20.76-$25.50 Agency Denver Human Services Redeployment during Citywide Emergencies City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor. The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days’ notice. Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S. For information about right to work, click here for English or here for Spanish.