CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative is responsible for providing timely and proficient customer service in our agency's Customer Support Center (Call Center).

Individuals in this position must be able to provide complex program and service information directly to clients, as well as manage difficult or emotional situations.

Our ideal candidate will have strong experience in a fast-paced call center setting.

• Maintain a high call answer rate
• Respond to client inquiries via email and web forms
• Access and update online case management and document management systems to interpret and deliver benefit information accurately to clients, and to verify the status of case information while focusing on solving customer problems
• Assist clients with questions and changes regarding their benefits and case status while going above and beyond established standards to provide excellent customer service
• Other duties include being flexible and be able to handle multiple priorities
• Previous call center experience is strongly preferred

What You'll Be Doing

Essential job functions :

NOTE : Wake County Human Services employees are required to be in their current role for a minimum of one (1) year to be eligible to apply for another Human Services position.

Upon acceptance of employment you acknowledge that (i) you will rescind your application for any other positions within Wake County Human Services, (ii) after accepting your position with Wake County Human Services you must remain in your role for one (1) year before you are eligible to apply for another position within Wake County Human Services, (iii) if you work in the Health Clinics and Public Health Division, influenza immunization is a condition of initial and continued employment, subject to compliance with federal law, (iv) actively supports and participates in department emergency preparedness and response activities, which may include temporary changes in responsibilities and working hours.

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected.

Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and / or work location in preparation for, during and after the emergency.

Employee may also be required to participate in relevant exercises and regular preparedness training.

About Our Team

Wake County Human Services is the consolidation of programs and services that include social services, public health, behavioral health, job search assistance, child support, housing and transportation.

Our mission is, in partnership with the community, will facilitate full access to high quality and effective health and human services for Wake County residents.

In addition to our numerous standard programs, Wake County Human Services (WCHS) is engaged in a number of Special Initiatives that are impacting services and programs throughout our entire agency.

Whether legislated down from the changing regulations on the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County Human Services implementing new and exciting enhancements to our services and programs.

The Wake County Human Services operates a fast paced, high volume Customer Support Center (Call Center) that is responsible for handling more than 500,000 calls each year.

The Customer Support Center is an integral part of Human Services that assists clients seeking information about the full range of programs and services offered by the agency as well as supporting clients who seek specific case information related to Medicaid, Food Stamps, and Emergency / Energy Assistance.

Our Customer Support Center (Call Center) staff help the community everyday by connecting people with the resources they need through strong customer service and a drive to meet the best standards.

The Basics (Required Education and Experience)

• High school diploma or GED
• Six months of job-related experience

Beyond the Basics (Preferred Education and Experience)

• Previous call center experience in a high-volume environment
• Familiarity with Human Services programs and services
• Experience with Documenting Management Systems, as well as, Bilingual
• Excellent listening and communication skills
• Ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Professional and friendly attitude
• Openness to others views and desire to contribute to building a positive team spirit
• Ability to maintain an average answer rate of 10+ calls / hour, and to type 30 wpm+
• Possessing a high level of proficiency in operating a standard desktop and Windows-based computer system, including but not limited to : Microsoft Word, Excel, the county intranet, NCFAST, OnBase, NCTRACKS, ebtEDGE and computer desktop navigation

About This Position

Location : Human Services Center Somerset Raleigh, NC 27610

Employment Type : Regular

Work Schedule : Mon- Fri 8 : 15 AM - 5 : 15 PM

Hiring Range : $17.33 - $20.88 Commensurate with Experience

Posting Closing Date : 7 : 00 pm on 2 / 16 / 2022

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.

1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play.

The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms.

Wake County Government has a general operating budget of $1.57 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives;

such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Position may require a background check that may include : criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements.

Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment.

Wake County Government is an Equal Opportunity Employer.

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected.

Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and / or work location in preparation for, during and after the emergency.

Employee may also be required to participate in relevant exercises and regular preparedness training.