Administrative Specialist I

State of North Carolina

About The Position

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. The primary purposes of this position are to answer Child Support Services (CSS) calls: Listen to callers to ascertain informational needs and use knowledge of the Automated Collection and Tracking(ACTS) Maintain courteous attitude when dealing with difficult callers Use tact and diplomacy to diffuse emotional or antagonistic situations Develop basic knowledge of ACTS and Child Support Services CSS policy for answering callers appropriately Provide basic participant website registration assistance Understand and appreciate the confidential nature of CSS information Determine appropriate referral action based on caller’s request North Carolina Child Support Services are available to parents and/or nonparent caretakers of minor children. Services provided by North Carolina Child Support Services include: location, establishment of paternity, establishment or modifying of child support orders, enforcement of child support orders, collection and processing of child support ordered payments.

Requirements

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.
High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.

Nice To Haves

Experience working in a call center setting addressing callers needs
Skills demonstrated in customer service in an office or medical setting
Data entry experience in maintain databases

Responsibilities

Answer Child Support Services (CSS) calls
Listen to callers to ascertain informational needs and use knowledge of the Automated Collection and Tracking(ACTS)
Maintain courteous attitude when dealing with difficult callers
Use tact and diplomacy to diffuse emotional or antagonistic situations
Develop basic knowledge of ACTS and Child Support Services CSS policy for answering callers appropriately
Provide basic participant website registration assistance
Understand and appreciate the confidential nature of CSS information
Determine appropriate referral action based on caller’s request

Benefits

The State of North Carolina offers excellent comprehensive benefits.
Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
Employees also receive paid vacation, sick, and community service leave.
In addition, paid parental leave is available to eligible employees.

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