Knowledge Skills Abilities:
- Knowledge of interviewing techniques to obtain highly personal information, make inquiries, and resolve conflicting client statements
- Ability to perform basic arithmetic functions, including using decimals and computing percentages
- Ability to maintain effective working relationships with others
- Ability to actively listen to clients, elicit, relate and evaluate information, and interpret terms
- Ability to complete work within specified deadlines
- Ability to read, understand, and apply a variety of interrelated instructions, such as those found in guidelines, regulations, and policies
- Ability to establish priorities according to relative importance and deadlines, set goals, and manage time efficiently
- Ability to identify conflicting information provided by the clients or their authorized representatives
- Ability to operate computer equipment
- Ability to operate call center phone equipment
- Skill in establishing and maintaining effective working relationships, including the ability to work with people under pressure, negotiate among multiple parties, and resolve conflicts
- Skill in organizing, prioritizing, writing, proofreading, editing, filing, record keeping, and interpersonal communication
- Skill in communicating effectively both verbally and in writing.
- Ability to work in a dynamic fast paced and constant changing environment
- Ability and skill to perform data entry
- Knowledge of computer functionality and use of Internet, Microsoft Word, Excel and Outlook.
Initial Selection Criteria:
- High School Diploma or GED equivalent required.
- Sixty (60) semester hours from an accredited college or university preferred.
- Two years’ relevant customer service experience with public contact required which can include retail, call center, clerical, hospitality, banking, receptionist, or similar customer service experience.
- Bilingual (English/Spanish) skills preferred, not required.
- Current TIERS and Eligibility Workload Management System (EWMS) knowledge preferred.
- Experience to indicate a general understanding of the knowledge, skills, and abilities needed to perform duties required.
- Prefer experience in social service environment which may include but not limited to interviewing clients, gathering personal information, or making eligibility determinations.
- Applicant must indicate willingness to travel as indicated on job posting in order to be considered for employment.
- Applicant must indicate willingness to work outside the normal business hours of 8 to 5, Monday-Friday and willingness to work weekends as needed.