Monday - Friday, 8:30 am - 4:00 pm
35 Hours - Standard
Restricted/Limited to the Leave of the Prior Incumbent
This position is assigned to the Call Center
Job Requisition NumberJR102571 CUSTOMER SUPPORT SPECIALIST I (DHS) (Open)Pay GradeC00315 AClassificationCustomer Support Specialist I (DHSClass DefinitionGENERAL STATEMENT OF DUTIES: To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry; to do related work as required.
SUPERVISION RECEIVED: Works under the general supervision of a supervisor with latitude for the exercise of independent judgement; instructions provided in detail initially; work is reviewed in process and upon completion for conformance to established policies, procedures and regulations and to ensure prompt, cheerful and accurate delivery of service.
SUPERVISION EXERCISED: To instruct temporary receptionist/telephone operators as needed.
ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:
- To be responsible for the operation of a Department of Human Services (DHS) central telephone console or similar device and, as agency receptionist, to serve as the initial point of contact for customers of DHS; to perform routine clerical tasks; to provide information to DHS customers about the availability of benefits programs and services at the initial point of entry.
- To operate a central DHS telephone control console or similar device.
- To answer the telephone and to forward and transfer calls as required.
- To serve as receptionist for DHS by greeting customers, determining their needs and referring them to the appropriate agency contact person.
- To provide information regarding benefits programs and services for Rhode Islanders.
- To maintain leaflet racks and disseminate printed literature and correspondence.
- To record work activities and keep other records as required.
- To perform clerical tasks when not occupied as receptionist/telephone console operator.
- To do related work as required.
REQUIRED QUALIFICATIONS FOR APPOINTMENT:
KNOWLEDGES, SKILLS AND CAPACITIES: A working knowledge of government services and programs; a working knowledge of telephone switchboard or control console operation; the ability to follow written and oral instructions; the ability to communicate clearly and positively with coworkers and the public; the ability to type utilizing word processing equipment with reasonable speed and accuracy; the ability to establish and maintain effective working relationships with supervisors, staff and the public; and related capacities and abilities.
EDUCATION AND EXPERIENCE:
Education: Such as may have been gained through: graduation from a senior high school, including or supplemented by clerical/technical courses; and
Experience: Such as may have been gained through: employment in a customer service position responsible for providing information to the public and operation of a telephone console, switchboard, or similar device.
Or, a combination of education and experience that is substantially equivalent to the above education and experience.
Supplemental InformationThe individual hired to fill this position is being hired into an E-Verify site which contains Federal tax Information (FTI), as defined in IRS Publication 1075. Although the individual may not have direct access to FTI, the individual is required to have their employment eligibility validated through E-Verify.https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdfBenefits
For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.
Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.
Skills Required
- Working knowledge of government services and programs.
- Working knowledge of telephone switchboard or control console operation.
- Ability to follow written and oral instructions.
- Ability to communicate clearly and positively with coworkers and the public.
- Ability to type using word processing equipment with reasonable speed and accuracy.
- Ability to establish and maintain effective working relationships with supervisors, staff, and the public.
- Graduation from senior high school, including or supplemented by clerical/technical courses (or equivalent).
- Experience in a customer service position providing information to the public and operating a telephone console, switchboard, or similar device (or equivalent combination of education and experience).
- Employment eligibility validated through E-Verify.
What We Do
The State of Rhode Island is the official government entity responsible for the administration, governance, and delivery of public services to the citizens and residents of the state of Rhode Island.
