• Provide outstanding customer service and technical assistance to families receiving social services • Provide accurate information about eligible benefits • Answer questions and inquiries • Troubleshoot issues and document case notes • Escalate inquiries when necessary • Assess eligibility by reviewing client information against established program requirements • Research inquiries using available resources • Manage multiple tasks simultaneously • Apply effective de-escalation techniques • Escalate complex or high-priority cases to management or specialized teams • Conduct thorough follow-ups and provide detailed documentation • Accurately document call notes, reports, and updates in the CRM system • Monitor and report emerging trends or recurring issues • Conduct outbound outreach to families or individuals when required • Collaborate with internal departments to manage administrative tasks