Customer Service & Lobby Representative

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

We are looking for a passionate, customer-focused individual to be the welcoming face of our lobby!

In this front-facing, high-energy role, you’ll engage directly with community members from "all walks of life" by providing clear information, scanning and processing documentation, and helping customers connect to essential resources. If you excel at staying calm under pressure and bring strong communication and de-escalation skills, this is the place to shine.

You’ll also have the exciting opportunity to cross-train, allowing you to expand your skills and impact even further. Bilingual abilities are a plus, but we welcome ALL applicants who are eager to help others and thrive in a team-driven, fast-paced environment.

Hiring Range: $37,800.00 - $40,800.00 annually

Anticipated Hiring Rate: $39,613.60 annually

This position has an anticipated work schedule of Monday – Friday from 7:30 AM – 4:30 PM or 8:00 AM – 5:00 PM
BILINGUAL STIPEND AVAILABLE

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

Provides customer service, information, and administrative support to Department of Human Services (DHS) clients and the public. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Provides customer service, information, and intervention to DHS clients and the public; answers questions, responds to complaints, refers and directs clients entering DHS for appointments, receives applications for services, and provides general guidance on department programs. May greet and assist visitors and ensures the public entering DHS receives necessary direction.
• Conducts client intervention using multiple CBMS screens to assist clients directly with problem resolution to program areas.
• Communicates via phone and e-mail with appropriate personnel to facilitate client intervention in conjunction with program-based needs.
• Issues Electronic Benefits Transfer (EBT) cards for assistance programs as assigned; resolves EBT account problems as needed.
• Provides information on housing, rent rebate, and other community agency referrals based on client need.
• Receives incoming monies to the department, issues receipts for payments, and removes over payment amounts as directed by Finance as assigned.
• Reads and discerns case comments and communicates appropriately with a variety of clients.
• Assures quality control of client applications for program services; provides dated receipts and customer service response forms for quality assurance of service provision.
• Ensures files and incoming unit mail are distributed accurately to appropriate personnel.
• Reads, understands, and complies with agency letters and department policies and procedures as related to regular job duties and tasks.
• Diffuses hostile client interactions; may direct lobby traffic when emergency situations arise.
• Performs other duties as required.

Supervision Exercised:
This classification does not supervise or direct others and has no supervisory authority.

Supervision Received:
Receives Direct Supervision:
This classification normally performs the duty assignment after receiving detailed instructions as to methods, procedures, and desired end results with little room for deviation. Frequent direction, guidance, and coaching from supervisor is expected.

• Working knowledge of personal computer systems and computer programs.
• Working knowledge of Microsoft…