Level I Representative
About The Position
The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. The primary purpose of this position is to provide excellent customer service to callers. Child Support Services calls: - Listen to callers to ascertain informational needs and use knowledge of ACTS screens to find correct answers - Maintain courteous attitude when dealing with difficult callers - Use tact and diplomacy to diffuse emotional or antagonistic situations - Develop knowledge of ACTS and CSS policy for assisting callers appropriately -Provide basic participant website registration assistance - Understand and appreciate the confidential nature of CSS information - Determine appropriate referral action based on caller’s request The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.
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
- Experience working in a call center setting addressing callers needs
- Skills demonstrated in customer service in an office or medical setting
- Data entry experience in maintain databases
Responsibilities
- Listen to callers to ascertain informational needs and use knowledge of ACTS screens to find correct answers
- Maintain courteous attitude when dealing with difficult callers
- Use tact and diplomacy to diffuse emotional or antagonistic situations
- Develop knowledge of ACTS and CSS policy for assisting callers appropriately
- Provide basic participant website registration assistance
- Understand and appreciate the confidential nature of CSS information
- Determine appropriate referral action based on caller’s request
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
