What are the responsibilities and job description for the CUSTOMER SUPPORT SPECIALIST I (DHS) position at State of Rhode Island?
GENERAL STATEMENT OF DUTIES: To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry; to do related work as required.
ILLUSTRATIVE EXAMPLES OF WORK PERFORMED
To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry.
To operate a central DHS telephone control console or similar device.
To answer the telephone and to forward and transfer calls as required.
To serve as receptionist for DHS by greeting customers, determining their needs and referring them to the appropriate agency contact person.
To provide information regarding benefits programs and services for Rhode Islanders.
To maintain leaflet racks and disseminate printed literature and correspondence.
To record work activities and keep other records as required.
To perform clerical tasks when not occupied as receptionist/telephone console operator.
To do related work as required.
Education: Such as may have been gained through: graduation from a senior high school, including or supplemented by clerical/technical courses; and
Experience: Such as may have been gained through: employment in a customer service position responsible for providing information to the public and operation of a telephone console, switchboard, or similar device.
Or, a combination of education and experience that is substantially equivalent to the above education and experience.
The primary responsibility of Customer Support Specialists is to answer and triage incoming calls at the DHS Call Center. The position involves acting as the first point of contact for customers, answering general questions, and properly directing and transferring calls. The preferred candidates will have great customer service, good communication skills, a basic knowledge of DHS programs, and basic computer skills.
https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Salary : $45,529 - $49,533
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