Sr Admin Support Asst - MTS Call Center Scheduling

Mecklenburg County•Charlotte, NC

4d•Onsite

About The Position

The Sr Admin Support Asst supports the Mecklenburg Transportation System (MTS) Call Center, a high-volume operation that schedules Non-Emergency Medical Transportation (NEMT) and determines eligibility for transportation services for Mecklenburg County residents. The role handles inbound and some outbound calls from new and existing customers, provides customer service, resolves issues, responds to inquiries, and shares additional transportation resources when appropriate. The position interacts with customers and third-party entities to provide and process information, review requests, complete funding changes, and perform pre- and post-verifications. It also determines eligibility, collects and verifies customer information, processes applications and recertifications, and conducts research. The position is responsible for meeting or exceeding established Call Center performance metrics. This is a full-time, onsite position at 3205 Freedom Drive, Charlotte, NC 28208. The schedule is Monday through Friday, 7:00 a.m. to 4:00 p.m.; agents should occasionally be flexible to work until 5:00 p.m. to meet operational or business needs. The role is hourly and non-exempt, with a stated salary range of $25.53 to $25.89 per hour. The position provides administrative support to departmental staff and uses computers, office equipment, and paper or electronic filing systems to handle records and communications. It works in an office setting with moderate noise.

Requirements

At least four years of administrative experience.
High school diploma or equivalent.
Strong verbal and written communication skills and ability to multitask in a fast-paced, high-volume Call Center setting.
Knowledge of administrative and clerical procedures and systems, computer operations, and managing files and records.
Knowledge of principles and processes for providing customer and employee services.
Knowledge of English language structure and content, including word meaning and spelling, composition, and grammar.
Customer service, coordination and organization, judgment and decision-making, and time-management skills.
Ability to adapt to major changes in work responsibilities or environment and adjust to new structures, processes, requirements, or cultures.
Ability to build trust through interactions that give others confidence in one’s intentions and those of the organization.
Ability to communicate clearly through varied media to individuals or groups in a way that engages the audience and supports understanding and retention.
Ability to effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.
Ability to take prompt, proactive action to accomplish objectives and achieve goals.
Ability to plan and organize work to ensure efficient completion.
Ability to maintain stable performance under pressure or opposition and handle stress acceptably.
Data-entry skills; intermediate use of various computer applications; proficiency in various computer applications, including Microsoft Office Suite.
Flexibility to occasionally work until 5:00 p.m. as operational or business needs require.
May require a valid North Carolina or South Carolina driver’s license.
May require County driving privileges.

Nice To Haves

Previous experience in a high-volume Call Center setting is highly preferred.
Previous experience with NC FAST, Ecolane transportation software, or similarly related software programs.
Bilingual Spanish and English proficiency, oral and written, is preferred; an applicable County-required bilingual assessment determines proficiency toward qualifying for possible bilingual premium pay.

Responsibilities

Provide administrative support to internal departmental staff.
Respond to inquiries and resolve administrative issues.
Prepare written correspondence, including memos, emails, presentations, forms, and other documents, as applicable.
Prepare, develop, or maintain reports and manuals, as applicable.
Conduct moderately complex research.
Perform confidential data entry and create, organize, and maintain files.
Use computers for operations such as database management.
Answer telephone calls and handle inquiries or direct them to appropriate staff.
Operate office equipment, including fax machines, copiers, and phone systems, and arrange repairs when equipment malfunctions.
Set up and manage paper or electronic filing systems; record information, update paperwork, and maintain documents and correspondence, as applicable.
Compose, type, and distribute routine correspondence or reports, including presentations or expense, statistical, or monthly reports, as applicable.
Support enrollment and eligibility activities performed in the NC FAST system when required.
Provide general guidance and direction when required.
Handle inbound and some outbound calls from new and existing customers concerning transportation services.
Provide customer service, resolve customer issues, respond to inquiries, and provide transportation resources when applicable.
Interact with customers and third-party entities to process information and requests, review requests, and complete funding changes and pre- and post-verifications.
Determine eligibility; obtain and verify customer information; process applications and recertifications; and conduct research and verifications.
Meet or exceed established Call Center performance-related metric goals.