Customer Service Aide; Dhs

Customer Service Aide (DHS)

Within the Department of Human Services (DHS), to perform a variety of customer service and clerical duties, including but not limited to: greeting and registering customers into the eligibility system; verify and/or change non-financial data collection information, producing digital copies of documents, ensuring the quality of original and digital copies of documents, filing and indexing digital copies; and to do related work as required.

Works under the general supervision of a superior with latitude to exercise independent judgment while following clearly prescribed procedures; general instructions are received at the beginning of each new task; detailed instructions are received as to performance of unfamiliar tasks; work is subject to review for accuracy and completeness and conformance to established policies and procedures. Usually none.

Illustrative examples of work performed:

• Within the Department of Human Services (DHS), to perform a variety of customer service and clerical duties, including but not limited to: greeting and registering customers into the eligibility system; verify and/or change non-financial data collection information, producing digital copies of documents, ensuring the quality of original and digital copies of documents, filing and indexing digital copies.
• To verify and update customer address information in eligibility system.
• To perform receptionist duties such as greeting and directing customers, provide information of a routine nature and direct customers to proper staff for requested information.
• To direct and assist the public in the preparation of forms, records and the self-service portal located in DHS field offices.
• To prepare, verify, sort, batch and scan all documents for new and existing customers.
• To index and file scanned documents to new and existing cases for all programs.
• To retrieve calls and mail requested forms to customers.
• To organize, maintain, and/or purge files, documents, applications, and forms.
• To receive, retrieve, sort, date stamp inter-departmental mail, U.S. postal mail, papers, applications, forms, and any other documents and distribute mail and documents to appropriate destination.
• To enter, direct and process incoming information pertaining to all departmental programs.
• To scan in an organized fashion all applicable information in case records.
• To answer phones, take messages and transfer calls to offices or appropriate personnel.
• To operate office equipment such as scanning machines, copiers, calculators, and other office machines, as required, in the performance of clerical duties under conditions not requiring skilled operation of such equipment.
• To prepare requisitions, vouchers, claims and other records, forms or reports of a clerical nature related to fiscal activities which includes but is not limited to: time, leave, travel, appointment, payroll, personnel and other related records, forms and reports; indexing and filing records, forms, reports; proofreading of typewritten material; assembling, compiling, verifying and analyzing routine statistical data, including the preparation of tables and charts prescribed by a superior;
  
  coding of data to be used for mechanical tabulations; preparing, verifying, processing and maintaining other varied office records and reports.
• To perform duties in support of scanning operations at various DHS locations, excluding Central Scanning.
• To do related work as required.

Required qualifications for appointment:

Knowledges, skills and capacities: A working knowledge of office practices; the ability to work independently or in collaboration with others in a team; the ability to adapt to changing tasks and sudden changes in priorities based on workflow; a demonstrated ability for attention to detail; proficiency working on computer equipment including multiple monitors; the ability to comprehend and carry out simple directions, both oral and written;

basic computer skills and working knowledge of Microsoft Word and Excel are required to perform the duties; and related capacities and abilities.

Education and experience:

Graduation from high school or high school equivalency (GED); and employment in a position involving the performance of simple routine repetitive clerical work.