CUSTOMER SUPPORT SPECIALIST I (DHS)

About the role

• Department
• Department of Human Services
• Division
• Clerical/Administrative Support/Data Entry
• Salary $48,771.00 - $53,059.00
• Job Profile

JC-02434501-19 - Customer Support Specialist I (DHS) (C94 L2882 OHHS DHS)

• Scheduled Work Days & Work Hours
• Monday - Friday, 8:30 am - 4:00 pm
• 35 Hours - Standard
• This position is assigned to the Call Center
• Job Requisition Number
• JR104171 CUSTOMER SUPPORT SPECIALIST I (DHS) (Open)

Pay Grade

• C00315 A
• Classification
• Customer Support Specialist I (DHS
• Class Definition

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.

Supervision Received

Works under the general supervision of a supervisor with latitude for the exercise of independent judgement; instructions provided in detail initially; work is reviewed in process and upon completion for conformance to established policies, procedures and regulations and to ensure prompt, cheerful and accurate delivery of service.

SUPERVISION EXERCISED: To instruct temporary receptionist/telephone operators as needed.

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.

Required Qualifications for Appointment

KNOWLEDGES, SKILLS AND CAPACITIES: A working knowledge of government services and programs; a working knowledge of telephone switchboard or control console operation; the ability to follow written and oral instructions; the ability to communicate clearly and positively with coworkers and the public; the ability to type utilizing word processing equipment with reasonable speed and accuracy; the ability to establish and maintain effective working relationships with supervisors, staff and the public; and related capacities and abilities.

Education and Experience

• 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.
• Supplemental Information

Benefits

• Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees.
• Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit.
• Accordingly, any employee hired after this date will be required to participate in the direct deposit system.
• At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.