Address
SalaryWhat You'll Be Doing
Wake County Health and Human Services (HHS) is seeking a bilingual call center superstar to join our dedicated team of community supporters! At HHS, we believe that even when times are bad, we’ll be here to help you get back on your feet – and we’ll help you see beyond today, to a better tomorrow.
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 help. 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. 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, have fluent language skills in English and Spanish and a desire to go above and beyond established standards to provide excellent Customer Service. Apply today to join #TeamWake
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
Equivalent education and experience are accepted
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
Spanish Speaking
How Will We Know You're 'The One'?
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 other’s 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
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
About This Position
Location: Human Services Center Somerset Raleigh, NC 27609
Employment Type: Regular
Work Schedule: Mon - Fri 8:30 am - 5:30 pm
Hiring Range: 19.64 - 22.07
Market Range: 16.65 - 27.48
Posting Closing Date: 7:00 pm on 3/29/2024
