Customer Experience Specialist - Child Support Services

County of Mecklenburg, NC • Charlotte, NC

7d • $20 - $27 • Onsite

About The Position

The Department of Community Resources (DCR) through its Community Resource Center, supports the core departments of Mecklenburg County Health and Human Services (HHS) in doing their business through an integrated service delivery model of subject-matter experts from each core department and community partners who provide services to County residents in our HHS Community Resource Center. In addition, DCR is responsible for administering Child Support Services, Economic Services, MeckSuccess, HOMES, and Unified Workforce Development programs, as well as Integrated Health and Human Services Mail Services.

The Customer Experience Specialist position will support the Department Monday – Friday on-site as telework is not provided. Additionally, the selected candidate will provide in-bound call center support to the Department.

The selected candidate will perform customer service work by providing information, handling customer inquiries, processing paperwork and answering questions. This position, under direct supervision, is responsible for interacting with new and existing customers regarding Mecklenburg County’s Child Support Services. This position will also provide administrative back-up to clerical functions.

Requirements

• Minimum of two years of customer service or community service-related experience
• High School Diploma or equivalent
• Combination of relevant education and relevant experience accepted?: Yes
• General knowledge of various computer applications

Nice To Haves

• Bilingual (Spanish and English) proficiency oral and written
• Prior experience in outreach, community organizing, peer education, or public engagement.

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 customer.
• Process invoices, applications and conduct online database searches.
• 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.
• 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.
• Maintain a professional environment.
• Maintain county standards in professional appearance.

Benefits

• Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED