Sr Admin Support Asst - MTS Call Center Scheduling

County of Mecklenburg, NC•Charlotte, NC

1d•$26 - $26•Onsite

About The Position

The Senior Administrative Support Assistant works in Mecklenburg County’s high-volume Mecklenburg Transportation System (MTS) Call Center, which schedules Non-Emergency Medical Transportation (NEMT) and determines eligibility for transportation services for county residents. The position handles inbound and some limited outbound calls from new and existing customers, provides customer service, resolves issues, responds to inquiries, and provides transportation resources when applicable. It also works with third-party entities to respond to requests and concerns, review information, complete funding changes, and conduct pre- and post-verifications. The role determines customer eligibility, obtains and verifies information, processes applications and recertifications, and researches information. It provides administrative support to departmental staff, conducts moderately complex research, maintains confidential records and files, performs data entry, and uses databases and office equipment. The position is responsible for meeting or exceeding established call center performance metrics. The schedule is Monday through Friday, 7:00 a.m. to 4:00 p.m. Agents should be flexible to work until 5:00 p.m. occasionally as operational or business needs require. The position is full-time and onsite at 3205 Freedom Drive, Charlotte, North Carolina.

Requirements

At least four years of administrative experience.
High school diploma or equivalent; relevant education and experience may be combined.
Strong verbal and written communication skills and the ability to multitask in a fast-paced, high-volume call center setting.
Knowledge of administrative and clerical procedures and systems, computer operations, and file and records management.
Knowledge of customer and employee service principles and processes.
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 change, build trust, communicate clearly, focus on customers, initiate action, plan and organize, and tolerate stress.
Data-entry skills and intermediate use of computer applications; proficiency in various applications including Microsoft Office Suite.
May require a valid North Carolina or South Carolina driver’s license and County driving privileges.
Flexibility to work until 5:00 p.m. occasionally as operational or business needs require.

Nice To Haves

Previous experience in a high-volume call center setting.
Experience with NC FAST, Ecolane transportation software, or similar software programs.
Bilingual Spanish and English proficiency, oral and written; a County bilingual assessment may be required to qualify for possible bilingual premium pay.

Responsibilities

Schedule Non-Emergency Medical Transportation and determine eligibility for transportation services.
Handle inbound and some limited outbound calls from new and existing Mecklenburg County customers.
Provide customer service, resolve issues, respond to inquiries, and offer transportation resources when applicable.
Interact with customers and third-party entities to review and process information, address concerns and requests, and complete funding changes and pre- and post-verifications.
Obtain and verify customer information; process applications and recertifications; and research information.
Meet or exceed established call center performance-related metric goals.
Provide administrative support to internal departmental staff and respond to inquiries and administrative issues.
Prepare written correspondence and other documents, and prepare, develop, or maintain reports and manuals as applicable.
Conduct moderately complex research and perform confidential data entry; create, organize, and maintain files.
Use computers for operations such as database management.
Answer telephone calls and handle inquiries or direct them to appropriate persons.
Operate office equipment such as fax machines, copiers, and phone systems, and arrange repairs when equipment malfunctions.
Set up and manage paper or electronic filing systems and maintain records and documents.
Compose, type, and distribute routine correspondence or reports as applicable.
Provide support for NC FAST enrollment and eligibility activities or general guidance and direction when required by the position.