Customer Service Specialist - Call Center

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Customer Service Specialist - Call Center

Market Range:

MR11

Approved Date:

8/8/2022 4:06:36 PM

FLSA:

Non-Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

C2

Career Level Description:

Core Services Level 2

Job Code:

100875

Job Family:

General Management

Sub Family:

Customer Service

Primary Purpose

Assists clients in the navigation of programs and services available in Wake County Division of Health and Human Services and the community. The Customer Service Specialist - Call Center follows established standard operating procedures and/or policies. Customer Service Specialist -Call Center provides a resolution to client cases based on the case manager training received, which distinguishes itself from a Customer Service Specialist.

•

Uses telecommunications equipment and software to answer incoming phone calls from (919)212-7000.  Listens attentively to callers, asks questions to determine need, gives information and referrals to Health and Human Services or community-based services.  Uses Call Center Database and Internet to look-up information for accurate referrals.

1

35%

•

Uses State System (NC FAST) for Food and Nutrition Services and Medicaid. Uses internal electronic records system (OnBase) to access client's records. Completes Food and Nutrition Services and Medicaid forms, policy and eligibility.  Completes change forms in Microsoft Excel. Uses FNS Case Manager training or Medicaid Case manager training to make changes to existing FNS or Medicaid cases which may include the termination of cases, re-opening closed cases, county transfers, change to income evidence, and other changes as deemed appropriate.

2

25%

•

Provide resolution or escalation to the Client Assistance & Escalation System (CACE), a database that the call center uses to record issues that arise from telephone interaction. Resolves the issue or escalates to the assigned case worker.

3

25%

•

Provides information to clients regarding their Food and Nutrition Services and Family and Children's Medicaid Cases.  Researches client documents in OnBase.  Performs case changes in the State System (NC FAST) and fills out necessary forms and paperwork to send to the client.

4

10%

•

Execute changes based on client's requests and needed evidence changes, which have not been completed.

5

5%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C2

Career Level Description:

Core Services Level 2

•

Works to deliver day-to-day objectives that moderately impact the achievement of the Work Group results.

•

Work typically involves regular review by senior employees and/or supervisors.

•

Responsible for making minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and submit or recommend solutions to supervisor in own Work Group.

•

Communicates within and outside the Work Group to obtain or explain information.

•

May provide guidance and assistance to new or entry-level employees.

•

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

Qualifications

•

Associates degree in Human Services, Health or related field

•

One year of related customer experience

•

Equivalent education and experience are accepted

•

Associate's Degree

Human Services, Health or related field

•

6 Months

Previous call center experience in a high-volume environment.

And

•

6 Months

Familiarity with Human Services programs and services.

And

•

6 Months

Experience with Document Management Systems.

And

•

1 Year

Bilingual preferred but not required.

Or

•

Accessing and updating online case management and document management systems to interpret and deliver benefit information accurately to clients.

•

Verifying the status of case information while focusing on solving customer problems.

•

Providing complex program and service information directly to clients.

•

Assisting clients with questions and changes regarding their benefits and case status.

•

Ability to complete tasks with attention to detail.

•

Demonstrating emotional intelligence skills to manage difficult or emotional case situations.

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Responding to client inquiries via telephone, email and through website.

•

Working knowledge of NC Fast and OnBase systems, Excel and other Microsoft products.

•

Maintaining a high call answer rate and excellent customer service skills.

•

Other duties including adaptability and the ability to handle multiple priorities.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize actions to complete sequential and/or routine tasks

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X