Meet/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby. Must be bi-lingual (English/Spanish)
***Must be bi-lingual (English/Spanish)*****
Job Description: • Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby. • Ensures lobby equipment (example: copier, phone, and fax) and forms are operationally available to customers throughout the day. • Answers general inquiry questions related to program requirements, application processing, case status, and benefit information. • Logs customer into computer-based system for data collection and customer service resolution; follows established procedures to escalate complex customer inquiries to ensure resolution. • Educates customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets. • Assists customers with referrals to other agencies and community resources. • Monitors lobby traffic flow and notifies supervisor of any issues. • Completes client registration clearances (CRAD) as needed. • Requests all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures. • Ensures electronic case records are documented thoroughly and properly as required by Department procedures. • Processes incoming and out going mail and scanning documents into the appropriate electronic file. • Performs special work assignments and other related work/duties as required or assigned. • Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Skills/Knowledge: • Knowledge of the principles and techniques of effective communication. • Knowledge of office procedures and practices. • Knowledge of basic arithmetic. • Ability to deal with the public in a tactful, courteous and effective manner. • Ability to speak clearly and correctly. • Ability to listen effectively. • Ability to record and evaluate data relating to applicant employment or assistance for health care or community services. • Ability to understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services. • Ability to review data for accuracy and completeness. • Ability to organize and maintain filing systems. • Ability to perform basic arithmetical calculations. • Ability to plan, organize and coordinate work assignments. • Ability to communicate effectively. • Ability to establish and maintain effective working relationships with others.
Skill Required / Desired Amount of Experience Must be bi-lingual (English/Spanish) Required Must have a high school diploma or equivalent Required Public facing customer service experience in a professional work environment Required 2 Years Experience working in a multicultural workplace Required Able to multi-task in a busy environment Required Ability to stand for long periods of time Required Experience processing applications for assistance for healthcare and community services Required 6 Months Ability to organize and maintain filing systems Required |