Customer Service Associate 2 - Statewide

Stronger Families for a Stronger Georgia. The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.  

What we offer.  Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short-term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position.  

Start your career in public service. Division of Family and Children Services (DFCS), Office of Family Independence (OFI), is seeking candidates for the position of Customer Service Associate 2. This position reports to an Administrative Support Supervisor, or DFCS/OFI supervisor and is located in counties within Georgia. 

JOIN OUR TEAM!!!

Pay Grade: E

Under general supervision, answers customer problems and inquiry calls. Records problem history information. Performs first level problem determination and resolution. Serves as resource and provides guidance and experience to other staff.

Role and Responsibilities: 

• Performs general office management duties, including keyboarding, filing, generating, and managing correspondence. 
• Provides / coordinates services to clients, families and partners that call or visit the local office.
• Receives and routes telephone communications as required for the county office. 
• Provides follow-up and /or customer service to resolve any issues.
• Receives and routes telephone communications as required.
• Screens and registers applications for all OFI Eligibility programs offered as required. 
• Routinely uses electronic application, Document Imaging, and eligibility systems.  
• Maintains confidential records.
• Uses Microsoft Office Suite and/or standard software applications typically used in a corporate office environment to perform daily work assignments. 
• Performs other professional responsibilities as assigned.

This job may be in one of the following DFCS OFI Units:

• Customer Contact Center
• Centralized Registry Team
• Districts (1-7), https://dfcs.georgia.gov/regional-map
• State Operations Unit, 
• County Receptionist
• Right from the Start Medicaid

Core Competencies:

• Ability to use customer service skills for active listening and sound judgment.
• Excellent oral, written, presentation and interpersonal communication skills.
• Proficiency in in the use of Microsoft Office Suite and/or standard software applications typically used in a corporate office environment.

• High school diploma or GED AND One year of full-time work experience providing customer support or technical assistance.

Preferred Skills/Qualifications: Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all the following education/skills/experience:
 

• Two (2) years of clerical experience which involved customer contact/interaction.
• One (1) year at the most immediate lower-level position Customer Service Associate 1 (GSS090) or position equivalent

For more detailed information about the Georgia Department Human Services

                   https://dhs.georgia.gov/  

Employment Information
 
Current State employees are subject to State Personnel Board (SPB) Rules regarding salary.
 
DHS is an Equal Opportunity Employer
 
If you require accommodations under the Americans with Disabilities Act (ADA), email request by the closing date of this announcement to:  @HRHelpline
 
The candidate selected for this position may be subject to pre-employment drug screening, education verification, reference, motor vehicle records, and criminal background checks.
 
DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc.
 
As an employee of DHS, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.
 
Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification.
 
This position is subject to close at any time once a satisfactory applicant pool has been identified.

Salary : $28,571 - $36,023