Customer Experience Specialist - Child Support Services

Customer Experience Specialist – Child Support Services
Location: 430 Stitt Road; Charlotte, NC 28213.

Hiring Rate: $20.00 - $26.61 per hour. This is a non‑exempt (hourly) position.

The selected candidate will perform customer service work by providing information, handling customer inquiries, processing paperwork and answering questions. The role supports Mecklenburg County’s Child Support Services and provides administrative backup to clerical functions.

Essential Functions

Greet, direct and screen customers for accessibility to all HHS programs and services.

Act as the initial point of contact for the HHS customer.

Process invoices, applications and conduct online database searches.

Identify situations requiring escalation and de‑escalate when possible.

Read the environment and respond appropriately.

Interact authentically with customers.

Observant and aware of surroundings.

Remain informed and knowledgeable of all programs and services offered within CRC and Community Organizations.

Maintain personal and professional competency via trainings.

Determine workflow steps needed to fulfill the customer’s needs to ensure efficient transactions.

Respond in a timely manner and communicate clearly and accurately.

Maintain dialog with customers, collecting feedback to improve service delivery.

Utilize Language Assistance staff and devices to communicate with LEP and other customers.

Recognize when requests must be escalated and follow policies to ensure communication regarding resolution.

Maintain a professional environment and county standards in appearance.

Minimum Qualifications

Minimum of two years of customer service or community service‑related experience.

High School Diploma or equivalent.

Combination of relevant education and experience accepted.

Licenses and Certifications

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

May require County Driving Privileges.

Preferred Qualifications

Bilingual (Spanish and English) proficiency oral and written.

Prior experience in outreach, community organizing, peer education, or public engagement.

Knowledge, Skills and Abilities
Knowledge of

Administrative and clerical procedures and systems, including various computer applications, file management, transcription and office procedures.

Principles and processes for providing customer and employee services.

Structure and content of the English language.

Skills

Active listening

Attention to detail

Critical thinking

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