Customer Experience Specialist - Child Support Services

Customer Experience Specialist – Child Support Services

Department of Community Resources

Hiring Rate: $20.00 - $26.61/hr

Location:

430 Stitt Road, Charlotte, NC 28213

Work schedule:

Monday – Friday on-site (telework not available). Provide inbound call center support.

The selected candidate will perform customer service work by providing information, handling customer inquiries, processing paperwork and answering questions. This position, under direct supervision, is responsible for interacting with new and existing customers regarding Mecklenburg County’s Child Support Services and will provide administrative back‑up to clerical functions.

• Greet, direct and screen customers for accessibility to all HHS programs and services.
• Act as an initial point of contact for the HHS customer.
• Process invoices, applications and conduct online database searches.
• Identify situations requiring escalation (to liaison, case worker, management, etc.)
• Deescalate situations.
• Intuitively read the environment and respond appropriately.
• Conduct authentic interactions with customers.
• Observe and remain aware of surroundings.
• 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.
• Determine which workflow steps and processes are needed to fulfill the customer’s needs to ensure efficient and effective transactions.
• Respond in a timely manner and communicate clearly and accurately.
• Maintain dialogue 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.
• Maintain a professional environment.
• Maintain county standards in professional appearance.

• Minimum of two years of customer service or community service-related experience.
• High School Diploma or equivalent.
• Combination of relevant education and relevant experience accepted.

• Bilingual (Spanish and English) proficiency, oral and written.
• Prior experience in outreach, community organizing, peer education, or public engagement.

Knowledge

• Administrative and clerical procedures and systems using various computer applications, managing files and records, transcription and other office procedures.
• Principles and processes for providing customer and employee services.
• Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills

• Active listening.
• Attention to detail.
• Critical thinking.
• Reading comprehension.
• Service orientation.
• Time management.
• Written and oral communication.

Abilities

• Collaboration:
  
  Working effectively and cooperatively with others; establishing and maintaining good working relationships.
• Communication:
  Clearly conveying information and ideas, engaging audiences and ensuring understanding and retention.
• Customer Focus:
  Effectively meeting customer needs and building productive relationships, taking responsibility for customer satisfaction and loyalty.
• Negotiation:
  Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties.

Computer Skills

• General knowledge of various computer applications.

Works in an office setting with moderate noise.

This is not intended to be an all‑inclusive list of job‑related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.