On-Site Customer Experience Navigator

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

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.