Associate Eligibility Specialist - Call Center

Benefit Eligibility:

JOB DESCRIPTION SUMMARY: 

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority. 

As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help, You will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset. You must be able to remain calm, patient, respectful, and professional during these conversations over the phone. 

We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing. 

This is primarily a desk-based position that requires sitting for extended periods of time while answering phone calls, using a computer, and documenting customer interactions. You should be comfortable spending much of your workday on the phone and computer while managing a steady volume of customer calls.