Customer Service Team Lead

Description

What You'll Be Doing

The Customer Service Team Lead is responsible for providing timely and proficient customer service in our agency's Customer Support Center (call center). Individuals in this position must be able to provide complex program and service information directly to clients, as well as manage difficult or emotional situations. Our ideal candidate will have strong experience in a fast-paced call center setting.

Essential job functions:
Maintain a high call answer rate
Respond to client inquiries via email and web forms
Access and update online case management and document management systems to interpret and deliver benefit information accurately to clients, and to verify the status of case information while focusing on solving customer problems
Assist clients with questions and changes regarding their benefits and case status while going above and beyond established standards to provide excellent customer service
Other duties include being flexible and be able to handle multiple priorities. Previous call center experience is strongly preferred.

NOTE: Wake County Human Services employees are required to be in their current role for a minimum of one (1) year to be eligible to apply for another Human Services position. Upon acceptance of employment you acknowledge that (i) you will rescind your application for any other positions within Wake County Human Services, (ii) after accepting your position with Wake County Human Services you must remain in your role for one (1) year before you are eligible to apply for another position within Wake County Human Services, (iii) if you work in the Health Clinics and Public Health Division, influenza immunization is a condition of initial and continued

About Our Team

Wake County Human Services is the consolidation of programs and services that include social services, public health, behavioral health, job search assistance, child support, housing and transportation. Our mission is, in partnership with the community, will facilitate full access to high quality and effective health and human services for Wake County residents. In addition to our numerous standard programs, Wake County Human Services (WCHS) is engaged in a number of Special Initiatives that are impacting services and programs throughout our entire agency. Whether legislated down from the changing regulations on the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County Human Services implementing new and exciting enhancements to our services and programs. The Wake County Human Services operates a fast paced, high volume Customer Support Center (Call Center) that is responsible for handling more than 500,000 calls each year. The Customer Support Center is an integral part of Human Services that assists clients seeking information about the full range of programs and services offered by the agency as well as supporting clients who seek specific case information related to Medicaid, Food Stamps, and Emergency/Energy Assistance. Our Customer Support Center (Call Center) staff help the community everyday by connecting people with the resources they need through strong customer service and a drive to meet the best standards.

The Basics (Required Education and Experience)
High school diploma or GED
Two years of job-related experience
Equivalent education and experience are accepted
Beyond the Basics (Preferred Education and Experience)
Previous call center experience in a high-volume environment
Familiarity with Human Services programs and services
Experience with Documenting Management Systems
How Will We Know You're 'The One'?
Excellent listening and communication skills
Ability to ask probing questions, understand concerns, and overcome objections
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Professional and friendly attitude
Openness to other’s views and desire to contribute to building a positive team spirit
Ability to maintain an average answer rate of 10+ calls/hour, and to type 30 wpm+
Possessing a high level of proficiency in operating a standard desktop and Windows-based computer system, including but not limited to: Microsoft Word, Excel, the county intranet, NCFAST, OnBase, NCTRACKS, ebtEDGE and computer desktop navigation
About This Position

Location: Human Services Center Somerset Raleigh, NC 27609

Employment Type: Regular

Work Schedule: Mon-Fri 7:45 am - 4:45 pm

Hiring Range: $18.20 - $23.17 Commensurate with Experience

Posting Closing Date: 7:00 pm on 1/17/2023