Customer Service Specialist - Call Center
About The Position
Wake County Social Services 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 dedicated drive to help those in need. The Customer Support Center 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 established standards to provide excellent customer service. About Our Team 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 changing regulations on 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.
Requirements
- Associates degree in Human Services, Health or related field
- One year of related customer experience
- Equivalent education and experience are accepted
- Please include ALL prior work experience on your application and resume.
Nice To Haves
- Previous call center experience in a high-volume environment
- Familiarity with DSS programs and services
- Experience with Documenting Management Systems
- Spanish language skills
- 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, and 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
