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Customer Service Representative 1 - Child Welfare

Company: State of Idaho
Location: Pocatello
Posted on: June 9, 2021

Job Description:

The Division of Family and Community Services has a full-time opening for a Customer Service Representative 1 in the Pocatello field office. This position will perform customer service and clerical duties including greeting customers at the front desk, answering telephones, scanning documents, sending out letters, and assisting fellow members of the administrative support team with their duties.

We offer a competitive benefits package to eligible employees 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.

If you have previously applied for Customer Service Representative 1 and wish to be considered for the current vacancy, you must reapply under this announcement. Previous scores will not be used. This announcement may be used to fill future full-time, part-time, and temporary positions.

  • Provide front-line customer service and multi-tasking functions
  • Perform a variety of office support functions such as producing labels, forms, and routine letters; verifying completeness of applications and forms; maintaining record systems
  • Work directly with external customers by phone
  • Provide information on a wide variety of topics from available resources and reference materials
  • Determine appropriate referral and disposition of non-routine calls and questions
  • Perform routine clerical functions
  • Maintain records
  • Perform work in a contact center environment
  • Navigate through multiple data entry systems and other relevant applications, tools, and resources while speaking with customers
  • Work efficiently, perform multi-tasking, prioritize tasks and meet deadlines
  • Provide and obtain accurate information
  • Explain and apply rules, policies, and procedures
  • Maintain a high degree of confidentiality while performing work with the public

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.

  • Experience questioning customers to obtain detailed information in a business setting.
  • Experience explaining policies, procedures, or rules.
  • Experience independently handling complaints and upset individuals in a business setting.
  • Experience answering a business telephone using knowledge of business telephone procedures and etiquette.
  • Experience reviewing documents and records for accuracy and completeness.
  • Experience accessing data using a computerized records system.




People Making A Difference!



 Learn About a Career with DHW

  https://healthandwelfare.idaho.gov/about-dhw/dhw-careers ;


For all Idaho state government jobs:

  https://dhr.idaho.gov ;


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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)


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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.

Keywords: State of Idaho, Pocatello , Customer Service Representative 1 - Child Welfare, Other , Pocatello, Idaho

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