Customer Experience Specialist (Part-Time

Customer Experience Specialist (Part-Time) – Community Resource Center Department of Community Resources

Rate: $20.00 - $26.61 / hr

This is a non-exempt (hourly) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

3205 Freedom Drive Charlotte, NC 28208

Follow Your Calling, Find Your Career

The Customer Experience Specialist position will support the Department Monday – Friday on-site as telework is not provided. The selected candidate will support the Department Monday – Friday up to 20 hours a week. The selected candidate may be required to stand for a period of time while completing duties and support additional CRC locations as needed. This is a customer-facing position that will interface directly with walk-in customers in Health and Human Services.

The incumbent will understand the CRC lobby workflow and processes in order to help guide customers through the proper steps required for their needs, or to the appropriate subject matter experts who can provide the customer with more detailed guidance. This position will also provide administrative back-up to clerical functions. The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction.

• Greet, direct and screen customers for accessibility to all HHS programs and services helping as required.
• Act as an initial point of contact for the HHS walk-in customer.
• Assisting customers with check-in
• Directing customer to building amenities or waiting area
• Identifying situations requiring escalation (to liaison, case worker, management, etc.)
• Deescalate situations
• Intuitive to read the environment and respond appropriately
• Authentic interactions with customers
• Observant and aware of surroundings
• Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
• Maintain personal and professional competency via trainings.
• Ensure agency guests are appropriately directed and staff are notified.
• Interview and screen customers to understand their specific needs.
• Determine which workflow steps and processes are needed to fulfill the customer’s needs to help ensure that the customer’s transactions are efficient and effective.
• Respond in a timely manner and communicate clearly and accurately.
• Maintain dialog with customers regarding expectations and experiences and use this feedback to improve service delivery.
• Utilize Language Assistance staff and devices to effectively communicate with LEP and other customers.
• Recognize when requests must be escalated and follow policies and procedures to ensure the customer receives communication regarding resolution.
• Collaborate with staff to ensure the customer workflow is efficient and successful. Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols.
• Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County;
  Assist with additional lobby services as needed (including, but not limited to, the Document Counter, Kids’ Corner, Food Pantry, and Computer Room)
• Maintain a professional environment.
• Ensure the lobby is clean, safe, and operationally ready
• Maintain county standards in professional appearance
• Ensure wheelchairs and other equipment is properly maintained and secured.

• Experience:
  
  Minimum of two years of customer service or community service-related experience
• Education:
  
  High School Diploma or equivalent
• Combination of relevant…