Temporary Economic Benefits Technician

Mecklenburg County Government; Charlotte (NC); On-site; USD 29,000 - 30,000; Full time

Job summary

Mecklenburg County is seeking an Economic Benefits Technician to provide frontline customer service and administrative support in the Economic Services Division. The role involves guiding clients through the application process, data entry into government systems, and responding to inquiries in person, by phone, and by email.

The position is in-office at Catherine M. Wilson Center in Charlotte, with regular hours Monday–Friday, 8:00 am to 5:00 pm.

Qualifications

• Two years of customer service experience with the public or completion of CPCC Caseworker Training Program.
• High School Diploma or equivalent is required.
• May require a valid NC or SC driver's license.

Responsibilities

• Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems.
• Process applications for basic benefits.
• Respond to inquiries regarding services, documentation, and status; update client records.

Skills

Active Listening

Service Orientation

Customer Service

Communication

Organization

Computer Navigation

Adaptability

Education

High School Diploma or equivalent

Tools

NC FAST

MS Office

Job description

SalaryRange: $21.00 - $22.00 per hour.

Thisis a non-exempt (hourly) position. Pay rates are based on education, skill,experience level and internal equity. Internal equity considerations include anassessment of the applicant’s salary history and qualifications in comparisonto the market rate and requirements for the job.

PositionSummary:

The EconomicBenefits Technician provides essential operational, administrative, andfrontline support to advance case management within the Economic ServicesDivision. Serving as a primary point of contact, this role delivershigh-quality customer service to Mecklenburg County residents via phone, email,in-person, and at designated facilities.

Keyresponsibilities:

Keyresponsibilities include guiding clients through the application process,resolving case issues, and assisting with self-service technology.Additionally, the technician manages high-volume data entry and documenttracking using specialized government software, while providing receptionbackup to support leadership and daily operations

Notice:

This is a temporary position with an anticipated end date of June 18th, 2027 (subject to change based on business needs). Under the terms of Mecklenburg County's benefit plans and policies, this position is not eligible for County benefits and will not be eligible for any paid holidays or paid time off.

Assessment:

The Eligibility Specialist Assessment will be sent to the applicant’s email address if chosen to move forward in the hiring process. Applicants must be able to pass the required Eligibility Specialist Assessment with a score of 80% or higher. If you earn a score of 80% or more, then you have passed the assessment and will be notified if you are selected for a panel interview. Applicants that score below a score of 80% or higher will have to reapply to the next posting and retake the assessment.

PerformanceExpectations Notice:

This rolerequires the successful completion of a structured training program andcontinuous adherence to departmental performance and quality standards. If youdo not meet initial benchmarks, you will get extra training and an opportunityto re-test. In accordance with Mecklenburg County Human Resources Policy,failure to meet job performance expectations may lead to termination.

WorkLocation:

Thisposition is located at the Catherine M. Wilson Center at 301 Billingsley Rd,Charlotte, NC 28211. Primary Work Schedule: Monday – Friday, 8:00 am to 5:00 pm(This is an in-office position, telework is not available).

EssentialFunctions:

• Assistcall center or walk-in contacts, interview customers, gather information, andinput data into appropriate systems
• Processapplications for single program basic benefits
• Respond to client and public inquiries regarding servicesavailable, documentation requirements, other community resource options, andon-going program and benefit status and customer record changes
• Perform data entry and maintain system files and databaseson clients, providers, and program services
• Maintainbasic knowledge of multiple social services programs
• Perform work in a high volume, fast-paced environment withcontinual customer interaction
• Some positions may be required to directly work onenrollment and eligibility activities within the NC FAST system
• May be required to staff shelters in the event of adisaster

MinimumQualifications

Experience:

Minimum of two years of experience in customer service with direct interactionwith members of the public or successful completion of the CPCCCaseworker Training Program (or another participating program).

Education:

High School Diploma or equivalent

Licenses and Certifications:

• May require a valid North Carolina or South Carolina Driver's License

PreferredQualifications:

• Experience providing customer service in a high-volume environment
• Experienceconducting customer interviews
• Experienceusing multiple computer systems while assisting customers
• Familiarity with social services, human services, or public assistance programssuch as the Food and Nutrition Service program
• Bilingual(Spanish and English) proficiency, oral and written

Knowledge,Skills, and Abilities

Knowledgeof:

• Principles and processes for providing effective customer service includingmeeting quality standards for services, and evaluation of customer satisfaction
• Knowledgeof the structure and content of the English language including the meaning andspelling of words, rules of composition, and grammar
• Modernoffice practices, procedures, and equipment
• Familiarwith social service programs
• General office practices, procedures, and equipment
• Basic interviewing and information-gathering techniques
• Basic computer applications and electronic information systems

Skills:

• ActiveListening: Giving full attention to what other people are saying, taking timeto understand the points being made, asking questions as appropriate
• ServiceOrientation; actively looking for ways to help people
• Customer Service: Providing professional, courteous, and responsive service ina variety of customer interactions
• Communication: Conveying information clearly and effectively verbally and inwriting
• Organization: Effectively managing customer interactions and assignedresponsibilities
• Computer Navigation: Effectively navigating multiple systems and applicationswhile assisting customers
• Beingaware of others' reactions and understanding why they react as they do

Abilities:

• Communication: Clearly convey information and ideas to customers and colleaguesin a manner that promotes understanding
• Continuous Learning / Applied Learning: Learn and apply new procedures,systems, program information, and responsibilities
• Contributingto Team Success / Collaboration: Actively participating as a member of a teamto move the team toward the completion of goals; working effectively andcooperatively with others; establishing and maintaining good workingrelationships
• Customer Focus: Provide responsive and professional service while recognizingcustomer and organizational needs
• Adaptability: Adjust effectively to changing responsibilities, priorities,procedures, and operational needs
• ManagingWork: Effectively managing one’s time and resources to ensure that work iscompleted efficiently
• Quality Orientation: Perform assigned duties accurately and consistently whilemaintaining attention to detail
• Motivation Fit: Perform effectively within the responsibilities, expectations,and values of the position and organization

ComputerSkills:

Proficient in various computer applications including Microsoft Office Suite,with the ability to learn and navigate agency-specific systems.

WorkEnvironment:

Works in an office setting with moderate noise.

ReasonableAccommodations Statement:

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

DisclaimerStatement:

This is not intended to be an all-inclusive list of job-relatedresponsibilities, duties, skills, requirements, or working conditions. Otherduties may be assigned based on business need and the supervisor's request.Mecklenburg County reserves the right to revise the job description at anytime. Designated positions may be required to assist in emergency and/ordisaster situations.