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Customer Service Specialist – Part-time (Denver, CO)

JOB TITLE:

Customer Service Specialist

PROGRAM/DEPARTMENT:

Quality Assurance & Information Technology

REPORTS TO:

Database Applications Manager

SUPERVISES:

N/A

PRIMARY WORK LOCATION:

2130 Stout St., Denver, CO 80205

EMPLOYMENT CLASSIFICATION:

Part-Time/Exempt

TYPICAL WORK SCHEDULE:

M-F, 20 hours per week

LAST REVIEWED:

August 5, 2019

REVIEWED BY:

Aga Magoye, Database Applications Manager

Coalition Mission

The mission of The Colorado Coalition for the Homeless is to work collaboratively toward the prevention of homelessness and the creation of lasting solutions for homeless and at-risk families, children and individuals throughout Colorado. The Coalition advocates for and provides a continuum of housing and a variety of services to improve the health, well being and stability of those it serves.

Our Philosophy of Service

We believe all people have the right to adequate housing and healthcare. We work to remove the barriers that restrict access to these rights. Society benefits when adequate housing and healthcare are available to everyone.

We create lasting solutions to homelessness by:

  1. Honoring the inherent dignity of those we serve, affirming their capabilities and fostering their hope that a better life is possible;
  2. Building strong, caring communities through the integration of housing, healthcare and supportive services;
  3. Advocating for social equity and challenging the status quo on behalf of the individuals and families we serve;
  4. Achieving excellence through continuous quality assurance, innovation and professional development; and
  5. Using resources judiciously and effectively.

Job Summary

The Customer Service Specialist is part of a support team that provides consistent, high-quality assistance to users of the various CCH database applications, which includes Electronic Health Record (EHR), Human Resources Information Systems (HRIS), and Homeless Management Information Systems (HMIS).  The Customer Service Specialist acts as a lead user resource.  Responsibilities entail providing Tier 1 technical support, answering application questions, data entry problem resolution, and tracking incoming tickets/phone calls via ticketing management tool.  This position collaborates with others to provide ongoing functional and technical assistance and support, escalating issues to internal or external resources when needed and ensures data integrity and quality.

Essential Job Functions

Employee must be able to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The primary job functions listed are representative of the knowledge, skill, and/or ability required to perform this job and do not represent an exhaustive list of job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions.

  1. Maintains relationships with department directors, managers, and end-users to support full deployment of database functionality.
  2. Applies superb customer service and communication skills to provide phone, computer-based, and in-person support to resolve end-user problems.
  3. Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems.
  4. Monitors and responds quickly and effectively to requests received through the helpdesk. Owns issues through resolution.
  5. Interprets, evaluates, troubleshoots, diagnoses and resolves user inquiries or issues pertaining to application functionality; provides guidance, assistance, coordination and follow-up on requests, questions and problems.
  6. Uses a variety of methods including virtual evaluation to track and accurately document the ticket status of user inquiries/incidents and coordinates appropriate responses and follow-ups to ensure client satisfaction.
  7. Ensures that all users are given the appropriate system access; creates/modifies/removes user accounts in a timely manner.
  8. Inputs data to online applications, databases, and spreadsheets with efficiency and attention to detail to maintain high-quality data standards.
  9. Trains staff members on appropriate, recommended and required system usage.
  10. Completes small-scale technical projects, translating technical details into business-relevant language.
  11. Provides continuous, timely status information in a professional manner to ensure customer satisfaction, keeping users and team members abreast of major problems and escalation progress.
  12. Tracks requests and analyzes helpdesk trends to identify problems or opportunities; reports opportunities/trends to manager.
  13. Surveys helpdesk users to identify their level of satisfaction, compiles survey results, collaborates with the management, team and/or designated groups to address satisfaction deficits.
  14. Evaluates application discrepancies and reports necessary issues and enhancements to the appropriate software vendors or support teams.
  15. Uses system data to communicate progress toward quality metrics and provides regular updates on quality reporting requirements.
  16. Analyzes and collaborates with department teams on system change requests and completes configurations.
  17. Performs other duties as assigned.

Education and Work Experience

  1. Bachelor’s degree in Information Systems, Computer Science, Health Information Systems or other technical fields/business-related area preferred. Equivalent experience may substitute for education.
  2. Experience in a technical environment/field or software support/maintenance preferred.
  3. Experience with Microsoft desktop operating systems (Windows 7), Internet and web conferencing technology preferred.
  4. Experience in a technical support environment preferred.
  5. Experience in Health IT software or Human Resources Information Systems (HRIS) preferred.

Knowledge, Skills and Abilities

  1. Demonstrated critical thinking skills.
  2. Consistently superb customer service skills; excellent interpersonal/assertive communications skills demonstrating a high degree of emotional intelligence.
  3. Knowledge of homeless issues and demonstrated sensitivity to and a desire to work with underserved populations.
  4. Ability to quickly interpret, diagnose and respond to problems within technical environment.
  5. Proven technical aptitude.
  6. Excellent written communication skills.
  7. Detail-oriented and demonstrated ability to use problem-solving/troubleshooting methodology to solve practical problems.
  8. Self-driven with a desire to implement creative solutions for complex problems.
  9. Ability to work independently and with a team.
  10. Ability to multi-task and prioritize in a constantly changing environment.
  11. Ability to work well among diverse individuals as a team player.
  12. Must demonstrate initiative and assertiveness.

Physical Requirements

Percentage of work time spent on activity –> 0% to 24% 25% to 49% 50% to 74% 75% to 100%
Seeing: Must be able to read computer screens and printed documents. x
Hearing: Must be able to hear well enough to communicate with employees and others. x
Standing/Walking x
Climbing/Stooping/Kneeling x
Lifting/Pulling/Pushing x
Fingering/Grasping/Feeling: Must be able to type and use telephones. x

Working Conditions

Works primarily in a climate-controlled office environment with frequent interpersonal interactions.

This job description is intended to describe the general nature of work performed. It is not intended to be a complete list of all responsibilities, duties and skills required for employees performing this job. Furthermore, this job description does not establish a contract of employment. The Coalition may change job descriptions at any time, with or without notice, as service needs require.

Colorado Coalition for the Homeless is committed to delivering services, making employment-related decisions, selecting volunteers and selecting vendors without regard to age over 40, race, sex, color, religion, creed, national origin, ancestry, disability, genetic information, marital status, sexual orientation, gender expression, military status or any other applicable status protected by law.

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