Part-time Customer Experience Specialist

County of Mecklenburg, NC•Charlotte, NC

7d•$20 - $27•Onsite

About The Position

The Customer Experience Specialist is a part-time, customer-facing position with the Mecklenburg County Department of Community Resources, supporting the Community Resource Center (CRC). The role works on-site Monday through Friday for up to 20 hours per week; telework is not provided. The selected candidate may need to stand for periods while performing duties and support additional CRC locations as needed. The position is based at 3205 Freedom Drive, Charlotte, NC 28208. The specialist interfaces directly with walk-in Health and Human Services customers, learns CRC lobby workflows and processes, and guides customers through the steps relevant to their needs or connects them with appropriate subject matter experts. The role also provides administrative backup to clerical functions. The CRC's goal is to provide quality, accurate, personalized solutions that enhance customer satisfaction. The position is hourly and non-exempt, with a stated rate of $20.00–$26.61 per hour. Applicants must have a high school diploma or equivalent and at least two years of customer service or community service-related experience; a combination of relevant education and experience is accepted. Spanish/English bilingual skills are preferred.

Requirements

At least two years of customer service or community service-related experience.
High school diploma or equivalent.
Relevant education and relevant experience may be combined.
Ability to communicate clearly and professionally with customers and staff.
Ability to maintain a friendly, cooperative, and responsive attitude toward customers.
Ability to manage time effectively and handle daily workloads.
Ability to work independently without direct supervision and cooperatively in a team environment.
Ability to establish and maintain effective working relationships with CRC team members, other employees, and the general public.
Strong work ethic and team-player mentality.
Knowledge of PCs, laptops, tablets or similar devices, printers, peripherals, operating systems, Outlook, and Microsoft Office Suite.
General knowledge of various computer applications.
Active listening, attention to detail, critical thinking, reading comprehension, service orientation, time management, and written and oral communication skills.
Ability to collaborate, communicate information effectively, focus on customer needs, and negotiate to reach supported outcomes.

Nice To Haves

Bilingual Spanish/English skills.

Responsibilities

Greet, direct, and screen customers seeking access to Health and Human Services programs and services, assisting as needed.
Serve as the initial point of contact for walk-in HHS customers and assist with check-in.
Direct customers to building amenities or waiting areas and ensure agency guests are appropriately directed and staff are notified.
Interview and screen customers to understand their specific needs and determine the workflow steps and processes needed to address them efficiently and effectively.
Identify situations requiring escalation, follow applicable policies and procedures, and ensure customers receive communication regarding resolution.
De-escalate situations and read the environment to respond appropriately.
Provide authentic, timely, clear, and accurate customer interactions and communications.
Maintain dialogue with customers about their expectations and experiences and use feedback to improve service delivery.
Use language assistance staff and devices to communicate effectively with customers with limited English proficiency and other customers.
Stay informed about CRC programs and services, including those offered by community organizations, and keep current with CRC process changes and protocols.
Maintain personal and professional competency through training.
Collaborate with staff to support efficient customer workflows and the mission of HHS and Mecklenburg County.
Assist with additional lobby services as needed, including the Document Counter, Kids’ Corner, Food Pantry, and Computer Room.
Maintain a professional environment and ensure the lobby is clean, safe, and operationally ready.
Maintain county standards for professional appearance.
Ensure wheelchairs and other equipment are properly maintained and secured.
Provide administrative backup to clerical functions.
Troubleshoot and alert the Customer Service Manager to potential problems, while keeping management informed of unusual problem situations.