Customer Experience Specialist

Mecklenburg County; North Carolina; On-site; USD 28,000 - 37,000; Full time

Job summary

Mecklenburg County's Department of Community Resources is hiring a Customer Experience Specialist to support the CRC lobby, guiding walk-in customers, and coordinating with subject matter experts. This on-site role requires strong communication and a customer-focused approach to deliver accurate, personalized solutions.

Responsibilities include check-in assistance, de-escalation when needed, and collaboration with staff to maintain an efficient workflow. Bilingual (Spanish/English) is preferred.

Qualifications

• Two years of customer service or community service experience
• High School Diploma or equivalent
• Bilingual Spanish/English preferred
• Strong communication and interpersonal skills
• Ability to work with diverse populations

Responsibilities

• Greet, direct and screen customers for accessibility to all HHS programs and services.
• 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.
• Maintain a professional environment.
• Ensure lobby is clean, safe, and operationally ready.
• 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.
• Collaborate with staff to ensure the customer workflow is efficient and successful.

Skills

Active listening

Attention to detail

Critical thinking

Reading comprehension

Service orientation

Time management

Written and oral communication

Bilingual Spanish/English

Education

High School Diploma or equivalent

Tools

MS Office

Outlook

Job description

Community Resource Center

The Department of Community Resources

\"Follow Your Calling, Find Your Career\"

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.

The Customer Experience Specialist position will support the Department Monday – Friday on-site as telework is not provided. Additionally, the selected candidate may be required to stand for a period of time while completing duties and support additional CRC locations as needed.

Location

3205 Freedom Drive
Charlotte, NC 28208

Position Summary

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.

Essential Functions

• 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

Minimum Qualifications

Experience: Minimum of two years of customer service or community service-related experience

Education: High School Diploma or equivalent

Combination of relevant education and relevant experience accepted?: Yes

Preferred Qualifications

• Bilingual Skills (Spanish/English)

Knowledge, Skills And Abilities

Knowledge of

• Thorough knowledge of Health and Human Service customer service needs and understanding of mission, mandate, and duties.


• Communicate clearly and professionally, both with customers and staff.


• Ability to maintain a friendly, cooperative, and responsive attitude toward customers.


• Intuitive to read the environment and respond appropriately


• Skilled in time management in order to effectively manage daily workloads.


• Ability to troubleshoot and alert Customer Service Manager to potential problems.


• Possess the ability to be a self-directed and motivated individual; to work without direct supervision, in a team environment, and keeping management informed of unusual problem situations.


• Ability to establish and maintain effective working relationships with members of the CRC team, other employees, and the general public.


• Possess a strong work ethic and team player mentality.


• Knowledge of PC’s, laptops, tablets or similar devices, printers, other peripherals, operating systems, Outlook, and MS Office Suite.

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 through a variety of media to individuals and/or groups in a manner that engages the audience and helps them understand and retain information


• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and the organization’s needs


• 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

Work Environment

Works in an office setting with moderate noise

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer Statement

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.