Customer Relations Specialist-Hybrid Work Model

Our Mission: Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence and stability of individuals and families.

Our Vision: To end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach)

ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design, continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long term stability and sustainability.

The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities.

Customer Relations Specialist is responsible for learning and understanding the Child Support program to convey accurate information to internal and external customers. This position handles incoming calls from customers, acts as the receptionist for in person customers, and supports other teams within Child Support with various tasks.

DUTIES:

• Support Call Center, Reception Area, and other teams with additional duties and projects as needed to sustain the operations of the division.
• Provides professional, accurate, and efficient support or resolution for all customers and staff while adhering to County standards.
• Keep the supervisor informed of issues, events, or communications imperative to the day-to-day operations of the Call Center and Reception Area.
• Accurately record and/or assign tasks or referrals in the Automated Child Support Enforcement System (ACSES).
• Perform demographic updates and provide customers with documents and information pertaining to requests for services, such as establishment and modification documents, payment records, applications for services, and case closure requests.
• Enters summarized chronologies of conversations as well as contact information updates into the ACSES system.
• Handle escalated customers, document, and notify the appropriate team members through the ACSES mail messaging system.
• Notify appropriate staff of any customer service issue via ACSES mail messaging that cannot be resolved by the Program Specialist.
• Keep up-to-date on the essentials of the job requirements, changes of regulations, and changes within the ACSES system.
• Work independently on assigned tasks and maintain and update the databases associated with TANF referrals, EIP referrals, ICCES pleadings, modification assignments, and online applications.
• Processes online applications received from the Family Support Registry.
• Collect, review, and e-file APA documents with the Court once the administrative process is no longer appropriate.
• Maintain knowledge-base and send referrals for community resource and workshop programs.
• Collect, review, analyze complex and/or confidential data, and prepares daily and weekly reports.

Skills, Abilities and Competencies:

• Excellent customer service and organizational skills.
• Strong skills to analyze, prioritize, and/or establish a resolution for customer or staff concerns or issues.
• Ability to demonstrate effective customer service and communication skills with all customers, some of whom may be angry and/or difficult.
• Ability to listen carefully and assess information provided and/or requested as well as the ability to answer questions and handle sensitive information in accordance with policy and procedure.
• Accurate data entry skills.
• Strong ability to multitask.
• Ability to complete customer requests and program support tasks in a timely manner.
• Ability to establish and maintain effective working relationships with peers, customers, and management.
• Ability to readily accept and adapt to changes in work environment, priorities, and regulations.
• Ability to work in high volume, high stress environment effectively and accurately completing work in a timely manner despite constant/frequent interruptions.
• Strong knowledge of the IV-D Program's services and requirements.
• Knowledge of child support laws, rules, and regulations.
• Knowledge of court procedures, documents, legal terminology, methods of manual and automated enforcement, and establishment.
• The ability to utilize all appropriate software, technology, and resources including, but not limited to, Automated Child Support Enforcement System (ACSES), State Portal, CSE Tools, Adobe Pro, Cisco Jabber, Cisco Finesse, Data Access, and CCEF.
• Knowledge of Microsoft Office Software (i.e. Word, Outlook, Excel, and Teams).
• Ability to understand and interpret financial information and repayment of child support arrears to customers.
• Tracking and input information into databases and generating weekly reports.
• Knowledge of community resources available for referrals.

Behavioral Competencies (these are required for all positions at ACG):

Accountability Accessibility Inclusivity Integrity

Education and Experience:

• High School Diploma/GED required.
• At least 3 years of clerical, which includes providing customer service.
• Dual Language (Bilingual) - Must demonstrate fluency at the time of the pre-employment screening process. Spanish language proficiency will be determined through standardized written and oral testing.
• Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.
  NOTE:
  As Bilingual (Spanish) is a requirement for this position it qualifies for Tier 1 of additional pay per the county's dual language policy which is $3,500 per year.

Preferred Education and Experience:

• Customer Service Experience
• Human Services Experience
• Legal Experience

Pre-Employment Additional Requirements:

Post-Employment Requirements:

WORK ENVIRONMENT:

PHYSICAL DEMANDS:

The following are some of the physical demands commonly associated with this position.

• Spends 90% of the time sitting and 10% of the time either standing or walking.
• Occasionally lifts, carries, pulls or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.

Below, please list any special physical demands associated with this position. For instance, exposure to hazardous environments, blood borne pathogens, extreme heat/cold, use of power equipment or machinery, wearing of PPE (personal protective equipment).

Definitions:

Occasionally: Activity exists less than 1/3 of the time.

Frequently: Activity exists between 1/3 and 2/3 of the time.

Constantly: Activity exists more than 2/3 of the time.

** In accordance with Senate Bill 23-058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party.

Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.