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Full Job Description
This position is in the Department of Aging and Community Living (DACL). The mission of DACL is to advocate, plan, implement, and monitor programs in health, education, and social services which promote longevity, independence, dignity, and choice for the city’s older adults (ages 60 years or older), people living with disabilities (ages 18-59 years), and caregivers.
The Customer Services Specialist is responsible for communicating relevant information to the public relative to agency programs, products, and services; and investigating agency complaints or problem issues concerning customer and communication services. More specifically, the work involves providing information that is appropriate to the unique circumstance of each inquiry or complaint; evaluating and investigating the nature of each inquiry or complaint; and recommending changes for improvements in the areas of customer services and communication.
Duties and Responsibilities
The Customer Service Specialist may be assigned work in any area of the agency that includes, but not limited to: Information & Referral; Medicaid Enrollment; or the State Health Insurance Program. Duties may include performing a variety of services such as: handling daily inbound and outbound calls; processing referrals and providing information to callers; answering calls and processing Medicaid enrollment applications; providing assistance and counseling on health insurance process; and performing general administrative duties as needed. Enters information into agency data bases/systems as needed.
Analyzes information gathered from callers, determining whether urgent action is required and ensuring the appropriate referrals are made. Initiates corrective action, when necessary, to resolve complex customer requests or needs. Tracks customer requests, referrals, services rendered, issues, unmet needs, and outcomes to improve customer service and programmatic performances.
Education and Qualifications
Applicants must possess at least one (1) year of specialized experience equivalent to the next lower grade in the normal line of progression. Specialized experience is experience that has equipped the applicant with the knowledge, skills, and abilities (KSA’s) to successfully perform the duties of the position and include work directly related to ensuring customer satisfaction, resolving customer complaints, solving problems or similar work experience.
License and Certifications
None
Work Conditions/Environment
The work is generally performed in the normal office setting, but may require home visits, or meetings in other community settings.
Other Significant Facts
Tour of Duty: 8:15am – 4:45pm
Pay Plan, Series and Grade: CS-0301-11
Promotion Potential: No known promotion potential.
Collective Bargaining Unit (Non-Union): This position is not in the collective Bargaining Unit.
Position Designation(s): The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability – Security Sensitive.
Emergency Designation: This position has been designated as Emergency.
EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, disabilities, or political affiliation.
