Customer Service Call Center

Job Id: 265609

Customer Service Call Center Representative

• Work Location: San Diego California 92123 
• Pay rate: $20/hr Onsite position
• Department Hours: Monday–Friday 7:00 a.m.–5:30 p.m. excluding observed County holidays
• Schedule Requirements: Employees must be available to work any schedule within departmental operating hours. Schedules may change based on business needs and may include weekends and holidays.

Position Overview San Diego – Benefit Information & Support Department

The Call Center Representative I (CSR I) provides client-focused telephone-based customer service as an extension of the County of San Diego’s Access Self-Sufficiency call center. This position assists San Diego County residents service providers and community agencies by answering general questions about County-administered public assistance programs including CalFresh Medi-Cal General Relief CalWORKs and CAPI.

Responsibilities include explaining eligibility requirements application procedures processing timeframes and available resources. The CSR I authenticates callers and authorized representatives accesses existing case information documents interactions through detailed journal entries and transfers calls to the appropriate departments when necessary. The ideal candidate demonstrates professionalism empathy strong communication skills accuracy and the ability to manage a high-volume call environment.

Essential Duties and Responsibilities

• Answer incoming calls and provide accurate information regarding public assistance programs eligibility requirements application processes and community resources.
• Screen clients for community programs and help connect individuals with appropriate services and support.
• Use active listening empathy and effective communication to address client needs while maintaining confidentiality.
• Verify caller identities and authorized representatives before accessing or sharing case-specific information.
• Review available case information and provide appropriate assistance within established guidelines.
• Enter detailed accurate journal entries and maintain records of services requested and provided using online databases and Microsoft Office applications.
• Transfer calls to appropriate departments or resources when additional assistance is required.
• Manage call flow and maintain required call-handling times while delivering quality customer service.
• Navigate web-based systems and real-time communication platforms efficiently while multitasking.
• Contribute to a positive inclusive workplace culture and participate in training professional development and special projects as assigned.
• During declared emergencies remain available for shifts of up to 12 hours and perform duties as directed by the Emergency Manager.

Required Qualifications

• Associate degree or higher preferred; equivalent experience combined with continued education beyond high school may be considered.
• Excellent verbal and written communication skills.
• Strong customer service interpersonal problem-solving and active-listening skills.
• Proficiency with web-based systems real-time communication tools and Microsoft Word Excel and PowerPoint.
• Strong data-entry accuracy attention to detail and ability to maintain confidential records.
• Ability to multitask manage empathic difficult conversations and work effectively in a fast-paced call center environment.
• Flexibility to work assigned schedules based on departmental needs.

Preferred Qualifications

• One to two years of call center experience.
• Experience in public health social work human development psychology sociology criminology or a related social science field.
• Bilingual Spanish communication skills preferred.
• Experience working with public assistance programs social services community resources or client information databases.

Core Competencies

• Customer focus and client satisfaction
• Empathy and active listening
• Clear verbal and written communication
• Interpersonal relations and conflict resolution
• Accurate and efficient data entry
• Multitasking and time management
• Handling difficult situations professionally
• Adaptability and continuous learning
• Accountability and action-oriented problem-solving

• Employment Status: Full-Time Non-Exempt
• Department: Benefit Information & Support 
• Emergency Response: Employees must be available for shifts of up to 12 hours during declared emergencies as directed by the Emergency Manager.

Apply: To the indeed posting and email your current resume to: 

Email: Derly Rocio Pulido Benavides email: derly.pulido@manpowergroup.com.co