PROVIDER SERVICES SPECIALIST – Customer Service
Reports To: Provider Services Supervisor
FLSA Status: Non-Exempt
Salary Range: $36,441-$54,745
SUMMARY
Under the supervision of the Provider Services Supervisor, and as a member of the Customer Service Team, this position provides customer service both in person and on the telephone.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.
- Provides customer service in person at the reception desk and via the telephone
- Places and receives a high volume of telephone calls daily
- Provides accurate paperwork, forms, information and direction for providers
- Responds to faxes and Public Authority web inquiries
- Enters data into physical and electronic files and maintains filing system
- Receives, distributes, and logs certified mail, and other correspondence
- Receives and processes various requests for information for individual providers
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
INTERACTION
This position continuously interacts with the Provider Services Supervisor, other Public Authority staff, County staff, individual providers, IHSS consumers and the general public.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent (GED) and two (2) year of recent full-time customer service experience performing duties similar to those described above.
KNOWLEDGE, SKILLS AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to exercise tact, objectivity, sensitivity, strategy and judgment in dealing with a variety of populations in a variety of situations
- Ability to read, interpret and apply simple to complex instructions, procedures, emails, and other correspondence.
- Ability to effectively present information in one-on-one and small group situations to consumers, providers, PA staff and IHSS staff
- Proficient use of Windows operating systems and MS Office Suite programs including Outlook, Word,
Excel, and PowerPoint.
- Ability to communicate fluently in English is required. Ability to communicate fluently in Spanish or other second language is desirable
- Knowledge of clerical, office and record keeping procedures including alphabetic, numeric, subject and chronological indexing and filing rules and systems
Revised July 2023
- Attention to detail when updating and accurately maintaining records and documents, reviewing and verifying information, and resolving errors and discrepancies discovered in the course of work
- Ability to maintain confidentiality and exercise appropriate judgment at all times
- Ability to communicate professionally and clearly when explaining or instruction to the public and PA staff
OTHER REQUIREMENTS
Successful completion of Department of Justice criminal background check and a federal debarment and exclusion list review. Possession of a valid class C California Driver’s License and ability to provide proof of current automobile insurance are required. Use of own vehicle may be required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, hear, stand for extended periods of time, fine finger manipulation, reach with hands and arms, and stoop. Specific vision abilities include close vision, and ability to adjust focus and view information on a computer screen for long periods of time. Ability to lift and carry up to 20 pounds with or without assistance.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. The Hybrid work environment varies between an office setting. Remote working from home (employees are required to be in the office 50% of the time) and traveling throughout the County to various off-site training and recruiting venues in own automobile.
Revised July 2023
Job Types: Full-time, Temporary
Pay: $20.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Call center: 1 year (Required)
- Customer service: 1 year (Required)
- Office: 1 year (Required)
Language:
Ability to Relocate:
- National City, CA 91950: Relocate before starting work (Required)
Work Location: Hybrid remote in National City, CA 91950