Perform customer service work by providing information, handling customer inquires, processing paperwork and answering questions. This position, under direct supervision, is responsible for interacting with new and existing customers regarding various Mecklenburg County programs of variety and specialization in a department

Knowledge of

• Administrative and clerical procedures and systems using various computer applications, managing files and records, transcription and other office procedures

• Principles and processes for providing customer and employee services

• Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

• Answer telephone and greet customers • Assist customers with program registrations, schedule appointments, take payments, or determine program eligibility
• Process applications, gather information and conduct online database searches
• Process invoices, applications and other necessary documents
• Operate office equipment, fax machines, copiers and phone systems
• Verify customer information through paper and online documentation
• Maintain, update and organize electronic files, records and reports
• Respond to and resolve customer inquiries regarding services available, community resource options, on-going programs and benefit status
• Enter data into various computer applications and databases

Abilities

• Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships

• Communication: Clearly conveying information and ideas through a variety of media to individuals and/or groups in a manner that engages the audience and helps them understand and retain information

• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and the organization’s needs