Disability Call Agent
About The Position
The Disability Call Agent (DCA) is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The representative is responsible for responding to the needs and questions and providing information to external customers. The representative uses their scope of knowledge to assist and resolve issues. Eligible DCAs are able to take advantage of a hybrid telework schedule. This position is located in the Disability Contact Center within DDS. The DCA will independently manage high call volume from claimants, schools, SSA Field offices, and others in the medical and legal communities. The DCA will handle calls with courtesy and professionalism when responding to customer inquiries and will adhere to the Disability Contact Center Policies. The DCA is responsible for communicating relevant information for each contact to the appropriate persons in accordance with DCC guidelines. The DCA is responsible for planning and organizing tasks so that deadlines are met, providing accurate and complete information to internal and external customers, and determining when it is necessary to involve adjudicators, supervisors and managers. The DDS offers a work environment that promotes the values of DHHS. The DDS offers free parking, has an in-house Micromart for food purchases and a small in-house Wellness Room with exercise equipment. There are nearby stores and dining options. We work to ensure staff feel they belong as a team member of the DDS while we work to provide excellent customer service to our citizens.
Requirements
- High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.
Nice To Haves
- Demonstrated experience in written and oral communication with individuals from varying backgrounds.
- Demonstrated experience in switching between multiple tasks
- Call center experience
Responsibilities
- Answering incoming phone calls to the Disability Contact Center (Inbound Call Center)
- Responding to the needs and questions and providing information to external customers
- Assist and resolve issues
- Independently manage high call volume from claimants, schools, SSA Field offices, and others in the medical and legal communities
- Handle calls with courtesy and professionalism when responding to customer inquiries and will adhere to the Disability Contact Center Policies
- Communicating relevant information for each contact to the appropriate persons in accordance with DCC guidelines
- Planning and organizing tasks so that deadlines are met
- Providing accurate and complete information to internal and external customers
- Determining when it is necessary to involve adjudicators, supervisors and managers
Benefits
- The State of North Carolina offers excellent comprehensive benefits.
- Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
- Employees also receive paid vacation, sick, and community service leave.
- In addition, paid parental leave is available to eligible employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
