New job Customer Service Representative 2 - Child Support in Idaho

Customer Service Representative 2 - Child Support

Company : State of Idaho
Salary : Details not provided
Location : Idaho

Full Description


The Department of Health and Welfare, Division of Welfare is currently recruiting for two full-time, with benefits, Customer Service Representative 2 - Self-Reliance Representatives in our Child Support office in Boise for the Statewide Central Mail Team.

These positions open, sort and route mail to the appropriate locations, scan it into our electronic information system, set up Child Support cases, set tasks for Self-Reliance Specialists, monitor fax queues for all seven regions, and complete public records requests. This work is in a high volume, high stress work environment and assists customers for various Child Support services and questions.

We offer a competitive benefits package which includes excellent medical, dental and vision insurance; generous vacation and sick leave accrual beginning as soon as you start; ten paid holidays a year; participation in one of the Nation's best state retirement systems; multiple savings plans and optional 401K; life insurance; wellness programs; ongoing training opportunities; and more.

The Idaho Department of Health & Welfare is a drug-free workplace. Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test. In addition, successful candidates will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation.

Example of Duties

  • Answer questions and resolve complicated case issues with new and existing external customers
  • Research complicated case issues to find resolution
  • Input detailed case/customer data into automated systems
  • Complete various clerical tasks such as answering phones, screening and channeling calls, and providing information to customers about their child support case or answering detailed questions about child support and services available through the department
  • Determine needs based on customer responses
  • Determine appropriate next action on child support cases based on results of case research
  • Decide and communicate next action or compliance requirements to customers based on comparison of case facts to written policy/process
  • Provide specialized information about Self Reliance programs and services
  • Clarifying, explaining, and resolving complex, varied and sometimes controversial and/or volatile issues, and preparing clear and concise responses for customers
  • Work cooperatively with staff from their own units and other divisions to identify customer service problems, make recommendations, and plan and coordinate program and communication changes
  • Verifying completeness of applications and forms
  • Maintaining record keeping systems by adding deleting, or updating information

Minimum Qualifications

You must possess all the minimum qualifications listed below to pass the exam for this position. Click on the Questions tab associated with this announcement for the details regarding minimum qualification requirements. The Supplemental Questions on the application are the exam questions. Please make sure your resume supports your answers. Failure to do this may result in not passing the exam and disqualify you from being considered for this position.

  • Some knowledge of interviewing methods
  • Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments
  • Experience accessing data using a computerized system
  • Experience independently handling complaints and upset individuals in a business setting
  • Experience conducting sensitive fact-finding interviews
  • Experience working with multiple electronic devices, systems, and data records

Supplemental Information

Additional Qualifications: Are not required; however, having the minimum qualifications and the education or experience below will increase your score.

  • Experience in some or all of the following areas regarding Health and Welfare benefits: opening, sorting and routing mail to the appropriate location; scanning documents into electronic information systems; setting up applications for multiple benefits programs; setting tasks for Self-Reliance Specialists; monitoring fax queues for multiple regions; completing public records requests; answering questions about benefits and services offered by Health and Welfare; and directing customers to the appropriate Self-Reliance Specialist for final case action.
    Requires at least two months of work experience.
  • Experience providing phone support to customers regarding Health and Welfare benefits, including, but not limited to, answering questions related to Health and Welfare benefits programs, updating demographics on benefits cases, referring customers to internal and external partners to resolve concerns, setting tasks for Self-Reliance Specialists, and performing basic case maintenance for Health and Welfare customers. Requires at least two months of work experience.


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If you have questions, please contact us at:

TROUBLE APPLYING: 1-855-524-5627

(Monday through Friday, 6am - 5pm, Pacific Time)

(answered Monday through Friday during business hours MST)

Email is the quickest way to get an answer to your questions.


(208) 334-0681
(answered Monday through Friday during business hours MST)



Hiring is done without regard to race, color, religion, national origin, sex, age or disability. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources at (208) 334-2263.

Preference may be given to veterans who qualify under state and federal laws and regulations.

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Source : Indded