Customer Service Specialist - Internal Only

About the Role

This is an internal job posting open to Wake County government employees, contractors, and temporary employees only. At the Western Regional Center (WRC), we are passionate and eager to help change the lives of our clients and build a thriving community for all. We actively work with community partners to provide services to clients and build better relationships. The WRC allows citizens to access needed, quality services that are community-based and in one convenient location. This position offers a unique opportunity to work with and learn about several programs and sections of Human Services and local government.

Responsibilities

• Receive and greet clients as they enter the WRC building.
• Provide a broad range of customer service support to visitors and callers.
• Assess client needs, register them for services, and update client records.
• Answer phone calls, schedule appointments, screen, and route calls.
• Maintain a working knowledge of all programs in Wake County, answer questions, and refer callers to appropriate internal and external resources and services.
• Register patients for clinic services.
• Scan all documents including consents, insurance card copies, photo IDs, and other documents into the patient chart.
• Perform daily audits for any information scanned into records.
• Provide operational support to county program services, primarily Public Health and Social Services.

About Our Team

Wake County Health and Human Services (WCHHS) is the consolidation of programs and services that include social services, public health, job search assistance, child support, and transportation. Our mission, in partnership with the community, is to facilitate full access to high-quality and effective health and human services for Wake County residents. WCHHS is engaged in special initiatives impacting services and programs throughout the agency, ensuring Wake County remains the healthiest place to live.

Requirements

The Basics (Required Education and Experience)

• High school diploma or GED.
• One year of job-related experience (e.g., customer service, medical records, medical office).
• Equivalent education and experience are accepted.

Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Exceptional customer service skills.
• Customer service experience in a fast-paced social service, healthcare, or office environment.
• Familiarity and experience with social services programs.
• Administrative experience in a healthcare setting working with healthcare records, including electronic medical records.
• Cash handling experience.
• Experience acting as the first point of contact for a company or agency.
• Bilingual.
• Experience working in a Wake County Regional Center.
• Experience supporting Wake County Public Health and Social Services divisions.

Qualifications

• Excellent customer service skills.
• Attention to detail and accuracy.
• Ability to serve and meet the needs of a high number of clients.
• Ability to adapt quickly to a variety of changing work demands.
• Ability to handle confidential and sensitive information in a professional manner.
• Ability to communicate effectively and work as a member of a team.
• Detailed knowledge of the programs and services represented at the Western Regional Center and a basic knowledge of other county departments/programs and resources.

Pay

Hiring Range: $25.70 - $28.83 per hour
Market Range: $25.70 - $31.96 per hour

Schedule

Monday - Friday, 8:30 AM - 5:15 PM

About Wake County

Consistently ranked among the best places to live and work in America, Wake County is home to NC State University, Research Triangle Park, and the two-time Stanley Cup Champion Carolina Hurricanes. Raleigh, the county seat, is also the center of state government. With over 1.2 million residents, Wake County is North Carolina’s most populous county. The county offers a vibrant mix of entertainment, recreation, and cultural attractions, including the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail. Wake County uses a Council/Manager form of government and is recognized for its fiscal responsibility, holding a AAA bond rating.