Part-time Customer Experience Specialist

Mecklenburg County•Charlotte, NC

5d•Onsite

About The Position

The Customer Experience Specialist supports Mecklenburg County’s Department of Community Resources at the Community Resource Center (CRC). This part-time, customer-facing role serves walk-in Health and Human Services customers, helping them understand CRC workflows and connect with the appropriate programs, services, or subject matter experts. The position also provides administrative backup to clerical functions. Its goal is to deliver accurate, personalized service that improves customer satisfaction. The position is based on-site at 3205 Freedom Drive, Charlotte, NC 28208. The schedule is Monday through Friday, up to 20 hours per week; telework is not provided. The selected candidate may need to stand for periods of time and support additional CRC locations as needed. The work is in an office setting with moderate noise.

Requirements

At least two years of customer service or community service-related experience.
High school diploma or equivalent; a combination of relevant education and experience is accepted.
Ability to communicate clearly and professionally with customers and staff.
Ability to maintain a friendly, cooperative, and responsive attitude toward customers.
Ability to read the environment and respond appropriately.
Time-management skills to manage daily workloads effectively.
Ability to troubleshoot and alert the Customer Service Manager to potential problems.
Ability to work independently without direct supervision, contribute in a team environment, and keep management informed of unusual problems.
Ability to establish and maintain effective working relationships with CRC team members, other employees, and the public.
Strong work ethic and team-oriented approach.
Knowledge of PCs, laptops, tablets or similar devices, printers and other peripherals, operating systems, Outlook, and Microsoft Office Suite.
Skills in active listening, attention to detail, critical thinking, reading comprehension, service orientation, time management, and written and oral communication.
Ability to collaborate, communicate information effectively, focus on customer needs, and negotiate alternatives toward mutually accepted outcomes.
General knowledge of computer applications.
Ability to perform essential functions satisfactorily, with or without reasonable accommodation.

Nice To Haves

Bilingual Spanish/English skills.

Responsibilities

Greet, direct, and screen customers for access to Health and Human Services programs and services; provide assistance as needed.
Serve as the initial point of contact for walk-in customers and help them check in and locate building amenities or waiting areas.
Recognize situations requiring escalation, de-escalate situations when appropriate, and follow policies and procedures to communicate resolution to customers.
Interview and screen customers to understand their needs and identify the workflow steps required to address them efficiently and effectively.
Remain informed about CRC programs and services, including those provided by community organizations, and keep current with process changes.
Maintain professional competency through training and communicate clearly, accurately, and promptly with customers and staff.
Use language-assistance staff and devices to communicate effectively with customers with limited English proficiency and other customers.
Maintain dialogue with customers about their expectations and experiences and use feedback to improve service delivery.
Collaborate with staff to support an efficient customer workflow 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.
Ensure agency guests are directed appropriately and staff are notified.
Maintain a professional environment; ensure the lobby is clean, safe, and ready for operations.
Maintain county standards for professional appearance and ensure wheelchairs and other equipment are properly maintained and secured.
Provide administrative backup to clerical functions.