Customer Service Phone Agent

Job Description and Duties

While utilizing excellent customer service skills and professionalism assist callers by responding to inquiries received through the State Hearings Division toll-free telephone number through inbound and outbound calls. Handles claimants' calls for various public assistance for the California Fresh Food Assistance Program and California Work Opportunity and Responsibility to Kids (CalWORKs) via the Virtual Contact Center (VCC). Prepares and files oral state hearing requests in the Appeals Case Management system (ACMS) for applicants/recipients disputing their public assistance benefits to ensure due process is met per federal and state law. Communicates policy, procedures, and program information in language more readily understood by clients. Verify callers and record details of inquiries and actions taken to resolve each request. Accurately determines the best course of action to meet the caller's needs. Maintains current, organized, and retrievable program material to ensure accurate and timely responses. Complies with all Health Insurance Portability and Accountability Act (HIPAA) guidelines and regulations regarding handling highly confidential personal health information. Responds to calls from other California Department of Social Services entities, state departments, and county welfare departments regarding processing hearing requests, program activities, and special projects. Interpret policies and guidelines to the general public and internal and external stakeholders.

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Working Conditions

This work location is very convenient! We're located two blocks from the light rail and public transportation; within walking distance to the State Capitol, parks, restaurants, farmer's markets, and the Golden 1 Arena. Our building has an ATM and daycare on site, and easy access to I-5, Hwy 50, and Hwy 80. Partial telework offered.

This position is eligible for hybrid work in accordance with the Governor’s Executive Order N-22-25 and at the sole discretion of the Department of Social Services under California Government Code Section 14200. All telework schedules are subject to change and may be re-evaluated at any time. The incumbent will be expected to report for in office work and attend work related in-person events as deemed operationally necessary. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the CDSS policies. For positions advertised in more than one location, headquarter location may be designated on the selected candidate's primary residence location, and/or the closest CDSS location in accordance with operational need and available space. The successful candidate must reside in California upon appointment.

Please note: Regular commute is not compensable.

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

Do not include any confidential information in any documents (i.e., application, resume, or transcripts) you submit for this job vacancy. Confidential information that should be excluded or removed from these documents include but is not limited to: Social Security Number (SSN), birthday and/or age, photos, student/other ID number, driver’s license number (unless required), basis of eligibility, exam results, LEAP status, and marital status. Confidential information submitted via a CalCareer Account (electronic application) is automatically redacted upon submission.

Subject to fingerprinting and criminal record clearance by Department of Justice and Federal Bureau of Investigation.

You are required to complete employment history on the application form (STD 678). You may be disqualified from the hiring and selection process if the employment history is inaccurate or incomplete. Resumes will not take the place of employment history.

If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. If selected, you may be required to provide official transcripts at the time of hire.

Training and Development assignments may be considered based on the availability of eligible candidates and are subject to approval by the Hiring Authority prior to the appointment. Training and Development assignments are temporary in nature and shall not exceed twenty-four (24) months.

Candidates who reside outside of the State of California may be admitted to the job interview, but they must provide proof of residence in California prior to being eligible for appointment.

Benefits

There are many benefits to joining our team! The State of California has a generous benefits package that includes medical coverage, CalPERS pension upon retirement, two weeks paid vacation per year, two weeks paid sick leave per year, two paid Professional Development Days, one paid Personal Holiday, pre-tax parking fee program.

TRANSPORTATION REIMBURSEMENT

• Public transit (mass transit) passes.

o 100 percent discount on public transit passes sold by state agencies, up to the monthly exclusion amount provided by the Internal Revenue Service (IRS).

o 100 percent reimbursement on public transit passes purchased by state employees, up to the monthly exclusion amount provided by the IRS.

• Vanpool drivers and riders

o 100 percent reimbursement on the monthly fee, up to the monthly exclusion amount provided by the IRS.

Click here to view all the attractive benefits available to state employees! Benefit information can be found on the CalHR website and the CalPERS website.

Personal Leave Program (PLP) 2025

Personal Leave Program (PLP) 2025 - Salaries do not reflect reductions from the Personal Leave Program, please see the applicable Memorandum of Understanding (MOU) for additional information on the length and percentage of reductions.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.