Customer Service Call Center Representative
About The Position
Buncombe County offers in-office, hybrid, and remote positions. Employees in positions that are approved for remote work must work at a location within a 2-hour drive from the position's assigned Buncombe County facility. Buncombe County is hiring for one (1) Customer Service Call Center Representative. This individual will report to the Customer Service Call Center Supervisor. The Customer Service Call Center team consists of 14 employees plus the supervisor, and reports to The Income Maintenance Administrator. The primary purpose of this role is to answer incoming calls to our agency and assist our clients with questions they have regarding their program specific cases, or just general questions about services and/or programs that we offer. The position is from 8am to 5pm with an hour lunch. Initially, this position will be working in-person at 40 Coxe Avenue. Over time, after a thorough training period, a remote schedule will be allowed depending on how quickly the employee becomes familiar with the role and demonstrates reliability. The expected start date for this position will be mid-October, depending on several factors, including but not limited to, the candidate’s current employment and resignation time requirements. Purpose of the position: The purpose of this position is to provide accurate, timely and integrated customer service in person or by telephone to customers across various Health and Human Services programs.
Requirements
- Associate’s degree in Human Services Technology, Social Services, Paralegal Technology, Business Administration, Secretarial Science, or a closely related curriculum and one (1) year of paraprofessional, clerical, or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks; or High school diploma or GED, and two (2) years of paraprofessional, clerical, or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks; or an equivalent combination of training and experience.
- Knowledge of agency programs and staff.
- Knowledge of office practices and procedures and the ability to effectively use various software applications and office equipment.
- Knowledge of HIPAA regulations regarding handling of customer’s charts and customer-related communications.
- Ability to receive people in a courteous, caring, and professional manner at all times.
- Skills in clear communication, problem solving and decision making.
- Ability to read, comprehend and apply rules and regulations and often changing policies and guidelines pertaining to eligibility programs.
- Ability to interpret agency policies and procedures to people of varied social, economic, and educational backgrounds to obtain data for documentation and verification of information needed.
- Ability to detect the customers need for other agency services and make appropriate referrals.
- Ability to learn the intricacies of numerous forms and procedures related to public assistance programs.
Nice To Haves
- English/Spanish bi-lingual speakers preferred.
Responsibilities
- Answer questions and gather information from new and established customers in support of an application for services or ongoing services/benefits.
- Explain Agency services across a variety of HHS program areas and transfer calls/route customers to appropriate staff within HHS as needed.
- Gather information from clients through the interview process for the purpose of determining applicant eligibility for Food & Nutrition (FNS) benefits.
- Process changes to client information for Food & Nutrition (FNS), Medicaid and Work First Family Assistance (WFFA).
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
