Office Specialist III
OPENING DATE: 06/03/20
CLOSING DATE: 06/10/20 11:59 PM Central Time
JOB TYPE: Full-time
LOCATION: South Minneapolis, Minnesota
DEPARTMENT: Human Services and Public Health
THE POSITION
The Initial Contact and Assessment (ICA) area of Human Services Public Health (HSPH) is seeking an Office Specialist III with a commitment to service excellence to provide clerical support in EZ INFO, a fast-paced contact center that is currently responding to Covid-19 calls. This position is responsible for responding to calls placed to five county telephone lines by the general public, county residents, recipients of public assistance benefits, business and service partners, health and social service facilities, nonprofits and private businesses in the community.
Location and hours:
This position is located at the EZ Info Contact Center at 1201 East Lake Street in South Minneapolis. Work hours are between 8 a.m. and 8 p.m., Sunday through Saturday - seven days a week. Anyone indicating limited availability will not be considered.
About the position type:
This position is a full-time, benefit-earning position.
In this position, you will:
- Work in a call center environment responding to incoming calls from the public, Hennepin County staff, and business partners.
- Manage incoming requests by explaining a variety of requirements, policies, and procedures regarding services; resolve various customer concerns and issues.
- Monitor and respond to requests from the scheduling inboxes; maintain detailed and organized calendars in Outlook.
- Respond to requests from residents who need copies of benefits letters for program benefits they received or were enrolled in.
- Input, retrieve, interpret, and modify information and data stored in computerized systems including MAXIS, MMIS, ECF, etc.
Need to have:
- One of the following:
- Two years or more of full-time office clerical experience.
- Completion of two years or more of post-high school education.
- 18 months or more of office clerical experience and completion of the Office Specialist Pathway Training program or the Healthcare Clerical Pathway Training program.
- One year or more of office clerical experience and completion of the Human Services Pathway Training program.
Nice to have:
- Experience:
- Simultaneously watching/monitoring multiple computerized systems, tasks, and operations.
- Collecting and maintaining data in electronic databases and creating reports in an easy-to-read format.
- Troubleshooting routine computer issues.
- Working in a call or contact center.
- Ability to:
- De-escalate and handle ambiguous situations, multi-task and manage changing priorities and make decisions when information may be lacking.
- Use critical thinking and creative problem-solving skills in a very fast-paced environment.
- Recognize and respect cultural differences and provide culturally appropriate services.
- Serve and support customers using various communication methods, while giving clear and concise information and/or direction.
- Work independently with minimal direction, prioritize work, and work well under pressure.
- Conduct oneself professionally and handle sensitive/difficult issues in a tactful manner.
About the department:
Human Services delivers a variety of services to individuals or families that assist with basic needs or encourage client change around specific objectives. We work with individuals as well as systems and communities in order to develop policy and advocate for the people we serve. The people we serve and our communities are connected. By helping one, we help the other.
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals -- that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at www.hennepin.us/employees.
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
Your future. Made here.
This posting may be used to fill current and future vacancies.
This position is internally classified as an Office Specialist III.
Invitations to interview will be based upon an assessment of education and experience.
Final candidates may be required to complete a background check.