Customer Service Call Center Representative

Buncombe County is hiring a Customer Service Call Center Representative. This individual will report to the Customer Service Call Center Supervisor. The Customer Service Call Center team consists of 14 employees plus the supervisor, and reports to The Income Maintenance Administrator.

The individual in this role will answer incoming calls to our agency and assist our clients with questions they have regarding their program specific cases, or general questions about services and/or programs that we offer. The position works from 8am to 5pm with an hour lunch. Initially, this position will be working in-person at 40 Coxe Avenue. After a thorough training period, a remote schedule will be allowed depending on how quickly the employee becomes familiar with the role and demonstrates reliability. The expected start date for this position will be mid-October, depending on several factors, including the candidate's current employment and resignation time requirements.

Purpose of the position:

The primary purpose of this position is to provide accurate, timely and integrated customer service in person or by telephone to customers across various Health and Human Services programs.

Minimum Education, Training and/or Experience (required at time of hire):

Associate's degree in Human Services Technology, Social Services, Paralegal Technology, Business Administration, Secretarial Science, or a closely related curriculum and one (1) year of paraprofessional, clerical, or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks; or graduation from high school and two (2) years of paraprofessional, clerical, or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks; or an equivalent combination of training and experience.

Essential Functions of the Position:

• Answer questions and gather information from new and established customers in support of an application for services or ongoing services/benefits.
• Explain Agency services across a variety of HHS program areas and transfer calls/route customers to appropriate staff within HHS as needed.
• Gather information from clients through the interview process for the purpose of determining applicant eligibility for Food & Nutrition (FNS) benefits.
• Process changes to client information for Food & Nutrition (FNS), Medicaid and Work First Family Assistance (WFFA).
• Perform other related duties as assigned.

Knowledge, Skills, Abilities:

• Knowledge of agency programs and staff.
• Knowledge of office practices and procedures and the ability to effectively use various software applications and office equipment.
• Knowledge of HIPAA regulations regarding handling of customer's charts and customer-related communications.
• Ability to receive people in a courteous, caring and professional manner at all times.
• Skills in clear communication, problem solving and decision making.
• Ability to read, comprehend and apply rules and regulations and often changing policies and guidelines pertaining to eligibility programs.
• Ability to interpret agency policies and procedures to people of varied social, economic and educational backgrounds to obtain data for documentation and verification of information needed.
• Ability to detect the customers need for other agency services and make appropriate referrals.
• Ability to learn the intricacies of numerous forms and procedures related to public assistance programs.

In order to uphold internal pay parity and equity, salaries are non-negotiable for new and current Buncombe County employees. All new employees are paid according to their years of relevant education and experience above minimum requirements for the position and employees have the opportunity to obtain pay increases via cost of living increases and promotions.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee's unique experiences, opinions, and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, natural hair or hairstyles, ethnicity, creed, color, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital or familial status, pregnancy, veteran status, religious belief or non-belief, age, or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment, hiring, assignment, promotion and compensation shall not be based on any of these protected classes. In addition, the County expressly prohibits any form of workplace harassment or discrimination.