Description:
As an employer of choice, we hope you will feel welcome here. The inclusive environment and culture of dignity and respect are what makes this organization so unique. We appreciate that staff uphold our mission and help provide opportunities for our customers to succeed.
The Call Center Associate Eligibility Specialist Is Responsible For
- Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
- Review customer cases in CBMS and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
- Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
- Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
- Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
- Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
- Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
- Assist customers with navigating online systems and completing processes related to benefits and services.
- Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
- Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.
- Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.
- Perform other duties and responsibilities as assigned.
Qualifications Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Minimum Qualifications
- High school diploma or equivalent