Sr Adm Support Assistant (Service Point)

County of Mecklenburg, NC•Charlotte, NC

7d•$26 - $26•Onsite

About The Position

The Sr Adm Support Assistant (Service Point Specialist) is a customer-facing position at Mecklenburg County’s Community Resource Center (CRC). The employee greets, receives, and assigns customers and members of the public seeking Health and Human Services and related programs. CRC services include those offered by Social Services, Public Health, Child Support, Veterans Affairs, and community organizations. The role reviews information in state and county computer systems to assess customer needs and case status, provides information and referrals, and uses the queuing system to route customers to the appropriate service area. The employee may also provide administrative backup to other functions. The selected candidate works onsite Monday through Friday at 430 Stitt Road, Charlotte, North Carolina. New hires complete approximately four to six weeks of organized training provided by the CRC Quality and Training Specialist. The work takes place in a fast-paced environment and requires customer service, adaptability, collaboration, and use of multiple government computer systems. Staff research systems, document narratives, print and scan documents, and triage customers to appropriate services. The role requires managing high volumes of communication, attention to detail, and multitasking. The CRC aims to provide quality, accurate, personalized solutions that enhance customer satisfaction. Employees are expected to keep informed about CRC programs and procedures, maintain professional competency through training, collaborate to support effective customer workflows, and maintain a professional environment and appearance. The position works in an office setting with moderate noise. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Requirements

Minimum of four years of administrative experience.
High school diploma or equivalent.
Relevant education and relevant experience may be combined to meet qualifications.
May require a valid North Carolina or South Carolina driver’s license and County driving privileges.
Strong customer service skills, including the ability to manage difficult customers.
Ability to coordinate and organize work, exercise judgment and make decisions, and manage time effectively.
Ability to navigate multiple state and local computer applications and queuing systems efficiently and accurately.
Effective listening, verbal, and written communication skills.
Ability to adapt to changes in responsibilities, work environment, structures, processes, requirements, or cultures; multitask while providing timely and accurate service.
Ability to build trust, communicate clearly, focus on customer needs, initiate action, plan and organize work, and maintain stable performance under pressure.
Data entry skills and intermediate use of various computer applications.
Proficiency in computer applications including Microsoft Office Suite and applications such as ISSI, NC Fast, EBT Edge, Crossroads, Microsoft queuing system, ACTS, OnBase, Outlook, Excel, and Word.
Knowledge of professional customer greeting and assistance etiquette; diverse customer populations; grammar, formatting, and concise documentation; CRC services, application requirements, referrals, community resources, operations, policies, and procedures; administrative and clerical systems; and customer and employee service principles.

Nice To Haves

Bilingual Spanish and English proficiency, both oral and written.

Responsibilities

Research state and county computer systems to determine case status and identify customer needs.
Provide basic information about available services and referral options based on customers’ situations.
Enter customer demographic information into computer systems as needed to assign customers to the appropriate service area.
Use the queuing system to assign customers to the appropriate CRC department.
Scan customer documents and enter detailed narrative information in the appropriate computer applications in accordance with department procedures.
Assist customers from diverse language, ethnic, and socioeconomic backgrounds and customers with special needs; use bilingual staff or interpreter services when appropriate, or arrange an appointment with a qualified interpreter.
Assess whether short-term child care is needed while a customer inquires about or applies for services.
Stay informed and knowledgeable about programs and services offered at the CRC, including those provided by community organizations.
Maintain personal and professional competency through training.
Perform general administrative duties, including printing, copying, attending meetings, managing documentation, scanning, and data entry.
Collaborate with staff to keep customer workflows efficient and successful, stay current on CRC process changes, and ensure customer communications reflect current protocols.
Support colleagues in achieving HHS and Mecklenburg County’s mission and assist with additional lobby services as needed, including scanning, Kids’ Corner, and the Computer Room.
Maintain a professional environment and meet county standards for professional appearance.
Provide administrative backup to other administrative support functions as needed.