INFOLINE AGENT
Core
Answer public calls regarding DSS benefits (SNAP, Medicaid, Rental Assistance) and verify case information using specialized social service software.
Role type
Customer service representative (government social services)
Builds
Information and case status updates for public assistance programs
Domain
Public sector / Social Services
Deliverable
client delivery
Required skills
Phone communication, customer service, data entry, case management, software navigation, public benefits knowledge
Preferred skills
None stated
Technologies
Welfare Management System (WMS), Paperless Office System (POS), SEAMS, eMedNY, ServiceNow, Intranet Quorum (IQ)
Responsibilities
Answer calls about benefits and programs, navigate customer service software to verify demographics and case status, process inquiries requiring further action, mail application forms and letters, consult supervisors and escalate emergencies
Seniority
Entry-level / Individual Contributor