Sr Adm Support Assistant (Service Point)

Mecklenburg County•Charlotte, NC

6d•Onsite

About The Position

The Sr Adm Support Assistant supports Mecklenburg County’s Department of Community Resources at the Community Resource Center (CRC). This customer-facing, onsite role greets and assists members of the public seeking Health and Human Services and related programs, including services provided 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 basic service information and referrals, and uses the queueing system to route customers to the appropriate service area. The position may also provide administrative backup to other functions. The successful candidate works Monday through Friday in a fast-paced environment, collaborating with staff and adapting to changes in processes and protocols. New hires receive approximately 4–6 weeks of training from the CRC Quality and Training Specialist. Duties include researching cases, entering customer information, documenting narratives, scanning and printing documents, and triaging customers. The role also involves supporting customers with diverse languages, backgrounds, and needs, including arranging interpretation when appropriate, and assessing the need for short-term child care while customers inquire about or apply for services. The position is based at 430 Stitt Road, Charlotte, NC 28213.

Requirements

High school diploma or equivalent.
Minimum of four years of administrative experience; relevant education and experience may be combined.
Strong customer service skills, including the ability to manage difficult customers.
Ability to communicate effectively through listening, speaking, and writing.
Ability to organize and coordinate work, manage time, and use judgment in decision-making.
Ability to adapt to changes, multitask, and process requests accurately and promptly while navigating multiple computer applications and systems.
Ability to build trust, focus on customer satisfaction, take initiative, plan and organize work, and maintain performance under pressure.
Intermediate data-entry skills and proficiency with computer applications, including Microsoft Office Suite.
Knowledge of customer service etiquette, diverse customer populations, grammar and documentation, CRC services and procedures, community resources, administrative and clerical systems, and English-language composition and spelling.
Must be able to perform essential functions with or without reasonable accommodation.

Nice To Haves

Oral and written proficiency in Spanish and English.
A valid North Carolina or South Carolina driver’s license may be required.
County driving privileges may be required.

Responsibilities

Research state and county computer systems to determine case status and identify customer needs.
Provide basic answers about available services and referral information based on customers’ situations.
Enter customer demographic information into computer systems as necessary to assign customers to the appropriate service area.
Use the queueing system to route customers to the appropriate department within the CRC.
Scan customer documents and enter detailed narrative information in the appropriate computer applications according to department procedures.
Address the needs of customers from diverse language, ethnic, and socioeconomic groups and customers with special needs; arrange appropriate interpretation when needed.
Assess the need for short-term child care while customers inquire about or apply for services.
Stay informed 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, meeting support, documentation management, scanning, and data entry.
Collaborate with staff to support an efficient customer workflow and keep customer communications current with CRC process changes.
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.