Customer Service Specialist; Human Services - Business Operations

General Statement

The Customer Service Specialist performs routine clerical duties, assists customers in person, by phone, or via email, maintains customer accounts, performs data entry, and processes bills.

Employees must exercise good judgment, independent thinking, and personal initiative.

As part of the recruitment process, an online skills assessment is required. Please copy and paste the following link to complete the assessment before your submission:

• Assist customers and the general public, providing information on services and other inquiries.
• Handle general questions in person, via phone, or by email.
• Provide educational information and referrals to customers as necessary.
• Prepare and review memorandums, correspondence, reports, public notices, permits, and documents as assigned.
• Complete reports for review and use; prepare and maintain various forms used by the department.
• Perform other related duties as assigned.

• Apply DSS Program Integrity Collection Policy, Public Health Fee, Eligibility, and Billing Policies.
• Meet with clients to discuss outstanding balances and offer payment plan options.
• Understand debt set‑off policy and execute associated tasks effectively.
• Collect payments and apply them appropriately to Public Health patient accounts and DSS Program Integrity cases.
• Manage returned mail associated with outstanding client balances.
• Handle debt set‑off accounts for Human Services Department.
• Perform complex data entry, compile reports, and create basic correspondence.
• Maintain accurate and detail‑oriented records.
• Track, manage, and report all activities related to collections.
• Use computer software to manage Public Health and Program Integrity accounts and apply payments.
• Notarize Program Integrity Voluntary Repayment Agreements and related documents.
• Comply with the county’s cash handling policy.
• Remain professional and demonstrate conflict‑resolution skills when de‑escalating client concerns.

• High School Diploma or equivalent (GED) plus one (1) year of customer service experience involving direct customer contact, high‑volume telephone and email traffic, and/or dispute resolution in a service industry or call center.
• Basic computer skills with familiarity in Microsoft Office (Outlook, Word, Excel).

• Human Services – Business Operations:
  Notary Public or obtain certification within 6 months of hire.

• Basic computer skills with familiarity in Microsoft Office products (Outlook, Word, Excel).
• Fluent in Spanish and English (preferred).

• Associate’s degree and three (3) years of customer service experience involving direct contact, high‑volume telephone/email traffic, and dispute resolution in a service industry or call center.
• Intermediate‑level proficiency with Microsoft Office products.

Must be physically able to operate computers, printers, copiers, and other equipment. May need to exert up to 30 pounds occasionally.

Dynamic setting requiring sensitivity to change and responsiveness to shifting priorities.