Customer Service Representative

Dept of Health and Human Services

Social Services

Administrative Specialist I (S)

NC08

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

The Customer Service Representative serves as the customer service representative for Food and Nutrition Services recipients by providing direct support for questions related to Electronic Benefits Transfer (EBT) cards and access to benefits. It uses recipient information and multiple data systems, including an administrative terminal, the NC FAST database, online information guides, and linked manuals to troubleshoot issues and resolve concerns.

This role functions in a fast-paced call center environment and requires consistent application of program policies to identify and address the root cause of client issues. It delivers clear and accurate information to help recipients access their benefits while maintaining a high level of professionalism. The position ensures timely, efficient service as the primary point of human contact for individuals seeking assistance with EBT card usage and benefit access.

Key

Duties Include:

• Respond to incoming calls from Food and Nutrition Services recipients with questions related to EBT card use and benefit access.
• Use recipient-provided information to evaluate issues and determine appropriate steps for resolution.
• Access and interpret data from administrative terminals, the NC FAST database, online guides, and manuals to support problem-solving.
• Apply program policies to identify the cause of client issues and develop solutions aligned with established procedures.
• Navigate web-based applications and scripting guides to ensure accurate and efficient responses.
• Manage high-volume call traffic, handling 150-200 calls per day with professionalism and accuracy.
• Document call details and resolution steps to support service continuity and program integrity.
• Provide clear guidance to recipients regarding EBT card functionality and benefit access processes.
• Collaborate with call center leadership when complex issues require escalation.
• Maintain compliance with call center protocols, quality standards, and service expectations.

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Demonstrated intermediate proficiency using Microsoft Office applications—including Excel, Word, PowerPoint, Teams, SharePoint, and Outlook to support daily customer service and documentation tasks.
• Proven experience navigating web-based applications and hyperlinked scripting guides to research client issues and determine accurate, policy-aligned responses.
• Demonstrated success interpreting and applying program policies to identify the root cause of client concerns and develop efficient case resolutions.
• Documented experience performing high-volume telephone customer service, managing 150-200 calls per day using modern VOIP systems while maintaining prompt, efficient, and professional service.
• Consist…