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Customer Service Representative 2 – Family & Community Services, Boise

State of Idaho

This is a Full-time position in Boise, ID posted July 15, 2021.

How would you like to make a difference in the health and safety of the citizens of Idaho and have an impact on your community?

In addition, we offer a competitive benefits package which includes excellent medical, dental and vision insurance; generous vacation and sick leave accrual beginning as soon as you start; ten paid holidays a year; participation in one of the nation’s best state retirement systems; multiple savings plans and optional 401K; life insurance; wellness programs; ongoing training opportunities; and more.The Idaho Department of Health and Welfare’s Division of Family and Community Services has an exciting employment opportunity for a Customer Service Representative 2 with the 2-1-1 Idaho CareLine at our Westgate office in Boise.We are a dedicated team looking for someone with the right skills who wants to join us in making a difference.The 2-1-1 Idaho CareLine, a free statewide community Information and Referral service, is available to link Idahoans with health or human service providers and programs.

This position requires a distinctive skill set; the incumbent must have the ability to think critically through challenging social service needs, systemic issues, and the technology needs of a call center.

Candidates must also possess the skills and knowledge to manage and supervise difficult, problem solving calls that provide solutions to customers.Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply.

The ability to fluently read, write, and speak both Spanish and English is preferred.This announcement will be used to fill vacancies at Health and Welfare, 2-1-1 CareLine only.

If you have previously applied for the Customer Service Representative 2 classification and wish to be considered for this position, you must reapply under this announcement.

Previous scores will not be used.

This announcement may be used to fill future permanent and temporary openings.The Idaho Department of Health and Welfare is a drug-free workplace.

Any applicant offered employment in these positions at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test.

Conducting telephone interviews to determine customers’ requests and needsProviding specialized information about agency programs and servicesResearching and interpreting laws and technical informationClarifying, explaining, and resolving complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customersResearching information beyond existing procedures for many solutions and answers to questionsWorking cooperatively with staff from their own units and other divisionsAnswering phones, screen and channel callsCompleting forms with required informationVerifying completeness of applications and formsMaintaining record keeping systems by adding deleting, or updating informationCompiling data and preparing reports You must possess all the minimum qualifications listed below to pass the exam for this position.

Click on the Questions tab associated with this announcement for the details regarding minimum qualification requirements.

The Supplemental Questions on the application are the exam questions.

Please make sure your resume or work history supports your answers.

Failure to do this may result in not passing the exam and disqualify you from being considered for this position.

Some knowledge of interviewing methodsExperience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignmentsExperience accessing data using a computerized systemExperience independently handling complaints and upset individuals in a business settingExperience conducting sensitive fact-finding interviews DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANSPeople Making A Difference!VISIT US ONLINELearn About a Career with DHWFor all Idaho state government jobs: —————————————————————————————————————————-
– If you have questions, please contact us at:TROUBLE APPLYING: 1-855-524-5627(Monday through Friday, 6am -5pm, Pacific Time)EMAIL:(answered Monday through Friday during business hours MST)Email is the quickest way to get an answer to your questions.PHONE:(208) 334-0681(answered Monday through Friday during business hours MST) —————————————————————————————————————————-
– EEO/AA/VeteranHiring is done without regard to race, color, religion, national origin, sex, age or disability.

If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources at (208) 334-2263.Preference may be given to veterans who qualify under state and federal laws and regulations.

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