Customer Service Agent- Denver Human Services

City and County of Denver - Denver, CO (30+ days ago)3.7

About Us
The secret is out: Denver is the nation's top place to live, work, and play. Being the best place to live isn't easy; maintaining such a reputation means we need the best people working for the residents of Denver. People who want to make a difference; people who want to give back; people who want to be at the heart of this city and have a hand in creating our future. When you join us, you will employ your unique skills to do important and meaningful work critical to the success of both your organization and the city as a whole. Be a part of the city that you love. #WhereDenverWorks

About Denver Human Services
Denver Human Services provides assistance benefits and protection and prevention services to one in three Denver residents. Assistance programs include food, cash and medical benefits, child care, child support, employment first, veterans' services and general assistance for eligible Denver residents. Protection & Prevention services are provided via child, youth and adult protection, along with community-focused programming, including in-home services, designed to strengthen families and prevent future occurrences of abuse or neglect.

Protection & Prevention
Denver Human Services works to protect Denver's children, youth, adults, and elders by providing services and advocacy while promoting family stability, respecting diversity, and working to create and strengthen connections to community resources.

We work to prevent abuse by providing education, resources, and support to parents, families, and community organizations.

About Our Job
Denver Human Services (DHS) is currently seeking people-oriented, passionate, and dedicated individuals to serve as Customer Service Agents in the DHS Call Center. As a Customer Service Agent, 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 incoming calls from new and current clients receiving benefits through FAAD assistance programs.

The Family and Adult Assistance Division has a dedicated staff that listen and advise and help people apply for public assistance programs. In addition, they help connect people to community resources that can help them in a time of need.

Additionally, the Customer Service Agent:
Provides 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).
Assists 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.
Creates or accesses cases in the Customer Relationship Management (CRM) module of Salesforce 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.
Conducts research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems.
Provides 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.
Acts as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues
Observes and complies with departmental policies and procedures, customer service quality standards and compliance guidelines.
Receives 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.
Performs other related duties as assigned.

Authorized Hiring Range: $18.41-$20.53hourly
About You
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

Education Requirement:
Graduation from high school or the possession of a GED Certificate.

Experience Requirement:
Two years customer service experience in a call center environment.

Education/Experience Equivalency:
Two years of experience working in an environment similar to a call center based on the type and volume of phone calls can substitute for the minimum experience requirement.

Two years of experience working in a human services environment may substitute for the minimum experience requirement
  • OR-
Two years of experience working with the Colorado Benefits Management System (CBMS) may substitute for the minimum experience requirement.

About Everything Else
Classification Title: The official job classification title is DHS Customer Service Agent.

Hiring Range: $18.41-$20.53 hourly

Assessments/Testing: This position requires an online assessment. You will receive an email from with further information about the testing process after the position has closed. Please add to your safe sender list and check your spam or junk mail for this email. For a list of positions that require testing and more information about our testing process, click here.

Pre-employment Screening: An offer of employment is contingent on the verification of credentials and other information required by law and City and County of Denver policies, including the successful completion of a background check. Candidates must pass a criminal background check and other verifications required for the position which may include, but are not limited to, employment and/or education verification, motor vehicle record check, drug test, and/or physical. The existence of a conviction does not automatically disqualify an individual from employment except where federal or state law or regulations prohibit employment of an individual with certain convictions.

Probationary Period: This position may require the selected candidate to complete at least a six-month probationary period prior to attaining career status with the City & County of Denver.

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.

Recruiter: AK