Customer Experience Specialist

County of Mecklenburg, NC•Charlotte, NC

1d•$20 - $27•Onsite

About The Position

The Customer Experience Specialist position will support the Department Monday – Friday on-site as telework is not provided. Additionally the selected candidate may be required to stand for a period of time while completing duties and support additional CRC locations as needed. This is a customer-facing position that will interface directly with walk-in customers in Health and Human Services. The incumbent will understand the CRC lobby workflow and processes in order to help guide customers through the proper steps required for their needs, or to the appropriate subject matter experts who can provide the customer with more detailed guidance. This position will also provide administrative back-up to clerical functions. The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction.

Requirements

Minimum of two years of customer service or community service-related experience
High School Diploma or equivalent
Thorough knowledge of Health and Human Service customer service needs and understanding of mission, mandate, and duties.
Communicate clearly and professionally, both with customers and staff.
Ability to maintain a friendly, cooperative, and responsive attitude toward customers.
Intuitive to read the environment and respond appropriately
Skilled in time management in order to effectively manage daily workloads.
Ability to troubleshoot and alert Customer Service Manager to potential problems.
Possess the ability to be a self-directed and motivated individual; to work without direct supervision, in a team environment, and keeping management informed of unusual problem situations.
Ability to establish and maintain effective working relationships with members of the CRC team, other employees, and the general public.
Possess a strong work ethic and team player mentality.
Knowledge of PC’s, laptops, tablets or similar devices, printers, other peripherals, operating systems, Outlook, and MS Office Suite.
Active listening
Attention to detail
Critical thinking
Reading comprehension
Service orientation
Time management
Written and oral communication
Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
Communication: Clearly conveying information and ideas through a variety of media to individuals and/or groups in a manner that engages the audience and helps them understand and retain information
Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and the organization’s needs
Negotiation: Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties

Nice To Haves

Associate's degree
Bilingual Skills (Spanish/English)

Responsibilities

Greet, direct and screen customers for accessibility to all HHS programs and services helping as required.
Act as an initial point of contact for the HHS walk-in customer.
Assisting customers with check-in
Directing customer to building amenities or waiting area
Identifying situations requiring escalation (to liaison, case worker, management, etc.)
Deescalate situations
Intuitive to read the environment and respond appropriately
Authentic interactions with customers
Observant and aware of surroundings
Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
Maintain personal and professional competency via trainings.
Ensure agency guests are appropriately directed and staff are notified.
Interview and screen customers to understand their specific needs.
Determine which workflow steps and processes are needed to fulfill the customer’s needs to help ensure that the customer’s transactions are efficient and effective.
Respond in a timely manner and communicate clearly and accurately.
Maintain dialog with customers regarding expectations and experiences and use this feedback to improve service delivery.
Utilize Language Assistance staff and devices to effectively communicate with LEP and other customers.
Recognize when requests must be escalated and follow policies and procedures to ensure the customer receives communication regarding resolution.
Collaborate with staff to ensure the customer workflow is efficient and successful. Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols.
Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County; Assist with additional lobby services as needed (including, but not limited to, the Document Counter, Kids’ Corner, Food Pantry, and Computer Room)
Maintain a professional environment.
Ensure the lobby is clean, safe, and operationally ready
Maintain county standards in professional appearance
Ensure wheelchairs and other equipment is properly maintained and secured