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Douglas County Government Human Services Clerk (Customer Service Representative) in Castle Rock, Colorado

Full Job Description is listed on Douglas County WebsiteThe Customer Service Representative (CSR) CSR is responsible for providingaccurate and complete information and service to customers. This includesreceiving information/documentation both verbally and written from customersand appropriately taking action and providing response back to customers.This position heavily involves use of computers to gather data to answerquestions and then also with providing response or next steps for customers.All CSR work is performed in a fashion which supports the mission, visionand values of the Douglas County Department of Human Service (Department).ESSENTIAL DUTIES AND RESPONSIBILITIES: (The following examples areillustrative only and are not intended to be all inclusive)Reception/GeneralGreets visitors and customers to the office, makes appointments and issuesvisitor badges/maintain visitor log book.Maintains lobby area in a neat, professional environment and ensuresappropriate information is available in lobby area.Responds to walk-in and telephone inquiries, assesses situation, andprovides accurate information to the customer. Provides information tocustomers in a courteous, polite and professional manner. Obtainsassistance from the assigned Case Specialist or Supervisor as appropriate andin accordance with established policies and procedures.Responds to walk-in and telephone inquiries, assesses situation, andprovides accurate information to the customer. Provides information tocustomers in a courteous, polite and professional manner. Obtainsassistance from the assigned Case Specialist or Supervisor as appropriate andin accordance with established policies and procedures.Responds to requests for applications for services by establishingappointments, sending out application packets, making referrals, andadvising customers of information needed to facilitate services. Scansapplications and any other documents into an electronic content managementsystem. And, accurately tasks applications and otherdocuments to fulfill customers need or request.Records in one or multiple computer systems (State or County) related casefile information.Provides administrative/clerical assistance to casespecialists/supervisors as needed.Initiates follow-up case status calls to customers as required.Maintains confidentiality and security of case information.Performs other duties as may be assigned by management.SwitchboardAnswers the main phone number (which may include multiple lines), andforward calls appropriately.Answers questions on the phone and limit, to the greatest extent possible,forwarding calls or inquiries.Give directions, provide referrals, and schedule appointments.Enter case comments in State or County systems as appropriate.Mail ProcessingPrints, inserts correspondence into envelopes for mailing; meters anddelivers outgoing mail daily; making sure mail bins are ready for dailypick-upOpens, date stamps, documents and/or takes appropriate action onincoming mail accurately and within established time frames.Monitors facsimile machine and distributes faxes periodically throughout eachday; maintains paper supply in copiers and facsimile machines.Monitors "drop box" for client mail periodically throughout the day and atthe end of each day; assuring that each item received is datestamped/recorded on the day received.AdministrativeMake copies of forms or materials as requested.Redact documents as needed.Mail or email out forms and materials as requested.Order forms and materials as requested, maintain a reasonable on-hand amountof materials.Order, store and distribute supplies and needed. Maintain a reasonableon-hand amount of supplies.Coordinate with County Purchasing or copier vendor for service issues, afterattempting to resolve independently.Assist with maintenance of internet and intranet pages, and theDepartment's resource or informational brochures.Provide voter registration information, and complete and submit the monthlyand quarter

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