Sr Adm Support Asst - MTS Call Center Scheduling

County of Mecklenburg, NC•Charlotte, NC

7d•Onsite

About The Position

This position is responsible for scheduling transportation and determining eligibility for transportation services for the citizens of Mecklenburg County. This is a high-volume Call Center responsible for scheduling transportation services for the Mecklenburg Transportation System (MTS). This position will handle inbound and (some or limited) outbound phone calls, provide world class customer service, resolve customer issues, and assist with customer inquiries. Position is also responsible for meeting Call Center performance-related metric goals.

Requirements

Minimum of four years of administrative experience
High School Diploma or equivalent
Combination of relevant education and relevant experience accepted: Yes
May require a valid North Carolina or South Carolina Driver's License
May require County Driving Privileges
Knowledge of administrative and clerical procedures and systems using various computer operations, managing files and records
Knowledge of principles and processes for providing customer and employee services
Knowledge of structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Customer service skills
Coordination and organization skills
Judgement and decision making skills
Time management skills
Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.
Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently
Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
Data entry computer skills
Intermediate use in various computer applications.
Proficient in various computer applications including Microsoft Office Suite

Nice To Haves

Previous experience in a high-volume Call Center setting highly preferred.
Strong verbal and written communication skills and the ability to multitask in a fast-paced, high volume Call Center setting.
Previous experience with NC FAST, Ecolane transportation software, or similarly related software programs.
Bilingual (Spanish and English) proficiency, oral and written highly preferred. If applicable, a County required bilingual assessment is given to determine proficiency towards qualifying for possible bilingual premium pay.

Responsibilities

Provide administrative support to internal departmental staff
Respond to inquiries and resolves administrative issues that may arise
Prepare written correspondence such as memos, emails, presentations, forms, and other documents (if applicable)
Coordinate meetings, interviews and assist with program preparation (if applicable)
Prepare, develop, or maintain reports, manuals, or interview documents (if applicable)
Conducts moderately complex research.
Perform confidential data entry, create, organize, and maintain files
Maintain supply levels and ordering stock (if applicable)
Use computers for various operations such as database management
Answer telephone and handle or direct inquiries to the appropriate persons according to the need/issue presented
Operate office equipment: fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence, or other material (if applicable)
Compose, type, and distribute meeting notes, agendas, routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports (if applicable)
Some positions may be required to support enrollment and eligibility activities performed in the NC FAST system (if applicable)
Some positions may be required to provide general guidance and direction to lower-level staff (if applicable)