Customer Service Representative - Call Center

County of Wake, NC•Raleigh, NC

3d•$24 - $29•Onsite

About The Position

Wake County Social Services (DSS) is seeking a call center superstar to join our dedicated team of community supporters! At Wake County, we believe that even when times are bad, we’ll be here to help you get back on your feet – and we’ll help you see beyond today, to a better tomorrow. Our Customer Support Center (Call Center) staff help the community everyday by connecting people with the resources they need through strong customer service and a drive to help. The Customer Support Center is an integral part of the Social Services division that assists clients seeking information about the full range of programs and services offered by the agency as well as supporting clients who seek specific case information related to Medicaid, Food Stamps, and Emergency/Energy Assistance. standards. Individuals in this position must be able to provide complex program and service information directly to clients, as well as manage difficult or emotional situations. Our ideal candidate will have strong experience in a fast-paced call center setting and a desire to go above and beyond to provide excellent customer service. Apply today to join #TeamWake Wake County Department of Social Services includes ESS and Child Welfare. Our mission is, in partnership with the community, will facilitate full access to high quality and effective health and human services for Wake County residents. In addition to our numerous standard programs, Wake County Department of Social Services (DSS) is engaged in a number of Special Initiatives that are impacting services and programs throughout our entire agency. Whether legislated down from the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County DSS implementing new and exciting enhancements to our services and programs. The Wake County DSS operates a fast paced, high volume Customer Support Center (Call Center) that is responsible for handling more than 500,000 calls each year. The Customer Support Center is an integral part of DSS that assists clients seeking information about the full range of programs and services offered by the agency as well as supporting clients who seek specific case information related to Medicaid, Food Stamps, and Emergency/Energy Assistance. Our Customer Support Center (Call Center) staff help the community everyday by connecting people with the resources they need through strong customer service and a drive to meet the best standards.

Requirements

High school diploma or GED
Six months of job-related experience
Equivalent education and experience are accepted
Excellent listening and communication skills
Ability to ask probing questions, understand concerns, and overcome objections
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Professional and friendly attitude
Openness to other’s views and desire to contribute to building a positive team spirit
Ability to maintain an average answer rate of 10+ calls/hour
Ability to type 30 wpm+
Possessing a high level of proficiency in operating a standard desktop and Windows-based computer system, including but not limited to: Microsoft Word, Excel, the county intranet, NCFAST, OnBase, NCTRACKS, ebtEDGE and computer desktop navigation

Nice To Haves

Previous call center experience in a high-volume environment
Familiarity with Human Services programs and services
Experience with Documenting Management Systems
Spanish Speaking a plus

Responsibilities

Provide complex program and service information directly to clients.
Manage difficult or emotional situations.
Connect people with the resources they need through strong customer service.
Assist clients seeking information about the full range of programs and services offered by the agency.
Support clients who seek specific case information related to Medicaid, Food Stamps, and Emergency/Energy Assistance.