Customer Service Specialist; Human Services - Business Operations

The Customer Service Specialist performs routine duties which include clerical work, assisting customers’ in-person, on the phone, or via email, maintaining customer accounts, data entry, performing clerical work, and processing bills. Employees must exercise good judgment, independent thinking, and personal initiative.

As part of the recruitment process for this position, an online skills assessment is required to test the abilities needed to fulfil the essential functions of this job. After completing the application, please copy and paste the following link to complete the assessment:

Assists customers and the general public providing information on services, and other information.

Assists customers with general questions, in person, over the phone and/or by email.

Provides educational information and referrals to customer as necessary.

Prepares and/or reviews a variety of memorandums, correspondence, reports, public notices, permits and documents as assigned; completes various forms; prepares and distributes reports for review and use; prepares and maintains a variety of forms used by an assigned department or division.

Performs other related duties as assigned.

Human Services – Business Operations

Understands, interprets, and correctly applies all aspects of the DSS Program Integrity Collection Policy, and Public Health’s Fee, Eligibility, and Billing Policies and Procedures.

Meets with clients to discuss outstanding balances and offers payment plan options to remain compliant with Public Health and DSS collection policies.

Possesses a firm understanding of the debt set‑off policy and effectively executes the associated tasks.

Collects payments and applies them appropriately to Public Health patient accounts and DSS Program Integrity cases.

Manages returned mail associated with outstanding client balances.

Manages debt set‑off accounts for Human Services Department.

Performs complex data entry, compiles reports, creates basic correspondence.

Possesses the ability to be accurate and detail oriented.

Accurately tracks, manages, and reports all activities related to collections.

Exhibits a proficient understanding of computer software used to manage Public Health and Program Integrity accounts and to apply payments.

Notarizes Program Integrity Voluntary Repayment Agreements and any other forms related to collections.

Understands, applies, and remains compliant with the county’s cash handling policy.

Remains professional at all times and demonstrates strong conflict‑resolution skills by effectively de‑escalating situations involving clients upset about outstanding balances.

Education and Experience: High School Diploma or an acceptable equivalency diploma (GED), and 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 environment; or equivalent combination of education and experience.

Human Services – Business Operations

Notary Public or obtain Notary Public certification within 6 months of hire date.

Education and Experience: Associate’s degree and three (3) years of customer service experience involving direct customer contact, high‑volume telephone and email traffic, and dispute resolution in the service industry or call center environment.

Basic computer skills and familiarity with common software including Microsoft Office products (MS Outlook, Word, Excel, etc.).

Intermediate‑level skills with Microsoft Office products (MS Outlook, Word, Excel, etc.).

Cooperative Extension and Human Services‑Business Operations

Fluent in Spanish and English.

Must be physically able to operate a variety of machinery and equipment including computers, printers, copiers, facsimile machines, calculators, etc. Must be able to exert up to 30 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree.

However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.