Customer Service Representative II Office of the Ombudsman (DES) Position Overview The Office of the Ombudsman (OMB) is a specialized division within the Department of Economic Security (DES) that helps address and resolve client concerns on behalf of the DES Director. The office operates in an informal, confidential, neutral, and non-partisan manner. The Customer Service Representative II will support the Ombudsman office by documenting and tracking client concerns using Salesforce. Concerns may come through voicemail, email, or an online web form. This role requires strong communication skills, patience, and the ability to multitask while providing excellent customer service. Schedule: Monday Friday 8:00 AM 5:00 PM Key Responsibilities Enter and track customer concerns in Salesforce received through voicemail, email, and web forms. Listen to and transcribe voicemail messages from DES clients. Use critical thinking to direct concerns to the appropriate DES programs or departments. Research information to assist with both DES-related and non-DES related issues. Maintain clear and accurate documentation of client concerns. Perform additional administrative and customer service tasks as needed. Required Qualifications Experience working as a Customer Service Representative or in a similar role Strong communication, interpersonal, and problem-solving skills Ability to multitask and manage time effectively Experience using Google Suite and general computer systems Ability to remain patient, calm, and professional when handling concerns High school diploma or equivalent Knowledge Areas Customer service principles Administrative and clerical practices English language proficiency Key Skills Active listening Critical thinking Speaking and written communication Problem solving Judgment and decision making Time management Social awareness and customer care Abilities Strong written and verbal communication Clear speech and listening comprehension Deductive and inductive reasoning Ability to recognize and address customer concerns effectively Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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