Sr Admin Support Asst - MTS Call Center Scheduling

Mecklenburg County Government; Charlotte (NC); On-site; USD 35,000 - 36,000; Full time

Job summary

Mecklenburg County Government seeks a Call Center Agent for the Non-Emergency Medical Transportation program in Charlotte, NC. You will handle inbound calls, determine eligibility for transportation services, and assist residents with inquiries while coordinating with third-party entities.

The role emphasizes customer service, data accuracy, and adherence to performance metrics. The position is full-time and onsite at 3205 Freedom Drive, with occasional extended hours to support operational

Qualifications

• Minimum of four years of administrative experience.
• High School Diploma or equivalent.
• Valid NC or SC driver’s license may be required.
• County driving privileges may be required.

Responsibilities

• Provide administrative support to internal departmental staff.
• Respond to inquiries and resolve administrative issues that may arise.
• Prepare written correspondence such as memos, emails, presentations, forms, and other documents.
• Prepare, develop, or maintain reports, manuals (if applicable).
• Conducts moderately complex research.
• Perform confidential data entry, create, organize, and maintain files.
• Use computers for various operations such as database management.
• Answer telephone and handle or direct inquiries to the appropriate persons according to the need/issue presented.
• Operate office equipment: fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
• Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents.
• Compose, type, and distribute routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports.
• Some positions may be required to support enrollment and eligibility activities in the NC FAST system.
• Some positions may be required to provide general guidance and direction.

Skills

Customer service

Communication

Time management

Organizational skills

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

FollowYour Calling, Find Your Career!!

SalaryRange: $25.53 to $25.89 per hour. This is a non-exempt(hourly) position. Pay rates are based on education, skill, experience level and internal equity. Internalequity considerations include an assessment of the applicant’s salary historyand qualifications in comparison to the market rate and requirements for thejob.

At MecklenburgCounty, 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 MecklenburgCounty Department of Child, Family, & Adult Services strives tostrengthen families and communities through a safety-net of services,collaborations, and hope. Our vision is to define and cultivate anorganizational culture that is more compassionate and understanding toward eachother and our clients.

ServicesFor Adults (SFA) is a part of the Adult Services Division of the Mecklenburg County Departmentof Child, Family, & Adult Services. The division is responsible for three main program areas: Adult Social Work Services, theSenior Citizens Nutrition Program, and the Mecklenburg Transportation System(MTS).

Position Specific Information

This is a high-volume Call Center responsiblefor scheduling Non-Emergency Medical Transportation (NEMT) and determiningeligibility for transportation services for the citizens of Mecklenburg County.

This position will handle inbound and (some orlimited) outbound phone calls from new and existing citizens of MecklenburgCounty. Provide world-class customerservice, resolve customer issues, assist with customer inquiries, and provideadditional transportation resources when applicable.

Interacts with new and existing customers and third-partyentities to provide and process information in response to inquiries,concerns and requests reviews, complete funding changes, pre and postverifications.

Determines eligibility, obtains and verifiescustomer information, process applications and re-certifications, researchinformation, conducts pre and post verifications.

Position is also responsible for meeting orexceeding established Call Center performance-related metric goals.

The schedule is Monday thruFriday, 7:00 am to 4:00 pm. CallCenter Agents should have flexibility on occasion to work until 5:00pm asoperational or business needs require. Position is full-time onsite locatedat 3205 Freedom Drive, Charlotte, NC 28208.

Essential Functions

• Provide administrative support to internal departmental staff
• Respond to inquiries and resolves administrative issues that may arise
• Prepare written correspondence such as memos, emails, presentations, forms, and other documents (if applicable)
• Prepare, develop, or maintain reports, manuals (if applicable)
• Conducts moderately complex research
• Perform confidential data entry, create, organize, and maintain files
• Use computers for various operations such as database management
• Answer telephone and handle or direct inquiries to the appropriate persons according to the need/issue presented
• Operate office equipment: fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
• Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence, or other material (if applicable)
• Compose, type, and distribute routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports (if applicable)
• Some positions may be required to support enrollment and eligibility activities performed in the NC FAST system (if applicable)
• Some positions may be required to provide general guidance and direction

Minimum Qualifications

• Experience: Minimum of four years of administrative experience
• Education: High School Diploma or equivalent
• Combinationof relevant education and relevant experience accepted: Yes
• Licensesand Certifications: May require a valid North Carolina or South Carolina Driver's License
• May require County Driving Privileges

Preferred Qualifications

• Previous experience in a high-volumeCall Center setting highly preferred.
• Strong verbal and written communication skills and the ability to multitask in a fast-paced, high volumeCall Center setting.
• Previous experience with NCFAST, Ecolane transportation software, or similarly related software programs.
• Bilingual (Spanish andEnglish) proficiency, oral and written preferred. If applicable, a County required bilingual assessment is given to determine proficiency towards qualifying for possible bilingual premium pay.

Knowledge, Skills and Abilities

• Knowledge of
  • Administrative and clerical procedures and systems using various computer operations, managing files and records
  • 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
  • Customer service
  • Coordination and organization
  • Judgement and decision making
  • Time management
• Abilities
  • Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
  • Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
  • Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
  • Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
  • Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.
  • Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently
  • Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
• Computer Skills
  • Data entry
  • Intermediate use in various computer applications.
  • Proficient in various computer applications including Microsoft Office Suite

Work Environment

Works in an office setting with moderatenoise

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able toperform, with or without reasonable accommodation, each essentialfunction satisfactorily. Reasonable accommodations may be made to helpenable qualified individuals with disabilities to perform the essentialfunctions.

Disclaimer Statement

This is not intended to be an all-inclusive list of job-relatedresponsibilities, duties, skills, requirements or working conditions.Other duties may be assigned based on business need and the supervisor’srequest. Mecklenburg County reserves the right to revise the jobdescription at any time. Designated positions may be required to assistin emergency and/or disaster situations.