Lead Customer Support Specialist- Call Center; Hybrid Model

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Job Number:758
Salary:$21.59-$32.35
Department/Office: Human Services
Division: Community & Child Support Services
Location: 1690 W. Littleton Blvd., Littleton, CO, 80120
Job Type
:

Hourly Full-Time
Posting Date: 08/27/2026
Closing Date: 08/31/2026

The Arapahoe County government serves its communities in ways both obvious and obscure. As the beating heart of local and regional government, we’re here for our neighbors on their best daysand their worst. We share our residents' goals of preserving our quality of life and strive to be the place we're proud to call home.

NOTE: This position supports our Call Center Team and involves frequent phone-based customer service, client support, and administrative coordination.

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 (2

Gen) approach to address all of the basic human services needs of the entire family unit. The 2

Gen 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.
This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities.

* Applicant must list job duties for each previous position. Applications missing this information will not be considered, and a resume along is not sufficient. *

The Lead Customer Support Specialist serves as a subject matter expert as it relates to specific client services and provides guidance and direction to the Customer Support Specialists within the Community & Child Support Services Division (CCSS) of Arapahoe County's Human Services Department. This position provides exceptional customer service and a wide variety of administrative duties associated with the efficient operations of CCSS.

• Provides guidance, training, feedback, and direction to Customer Support Specialists within CCSS on day-to-day activities
• May provide input into hiring, promotions, disciplinary action, and performance, consults with Supervisor, and may participate in interviews and performance evaluations.
• Ensures goals/workloads are being met and makes recommendations into process/policy efficiencies.
• Ensures adherence to policies and procedures and communicates changes
• Serves as initial point of contact for questions, concerns, or escalation of issues.
• Provides quality customer service and to clients of Community and Child Support Services Division
• Assists clients with paperwork, applications, referrals, answers questions and provides direction, and conducts research.
• Performs document management duties, such as analyzing and screen documentation/applications for accuracy and performing data entry and recordkeeping activities of all necessary information.
• Utilizes various departmental computer systems for research, input, and tracking of relevant information.
• Performs administrative activities that support the operations of CCSS, which may include duties such as: creating/typing correspondences, answering phones, filing, data entry, creating and collating information packets, mail distribution, and records retrieval.
• Provides cross functional coverage when necessary and determined by Supervisor.

Skills, Abilities and

Competencies:

• Demonstrated ability to provide professional level customer service to a diverse population in a fast-paced environment.
• Demonstrated ability to utilize computers and systems proficiently
• Quality driven and high attention to detail
• Exposure and/or knowledge of governmental policies/procedures as it relates to…