Customer Experience Specialist - Child Support Services

Customer Experience Specialist - Child Support Services

The Department of Community Resources

Please apply by: 7/1/2026

"Follow Your Calling, Find Your Career"

Hiring Rate: $20.00 - $26.61/hr

This is a non-exempt (hourly) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant's salary history and qualifications in comparison to the market rate and requirements for the job.

At Mecklenburg County, you'll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We're counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The Department of Community Resources (DCR) through its Community Resource Center, supports the core departments of Mecklenburg County Health and Human Services (HHS) in doing their business through an integrated service delivery model of subject-matter experts from each core department and community partners who provide services to County residents in our HHS Community Resource Center. In addition, DCR is responsible for administering Child Support Services, Economic Services, MeckSuccess, HOMES, and Unified Workforce Development programs, as well as Integrated Health and Human Services Mail Services.

Position Specific Summary

The Customer Experience Specialist position will support the Department Monday - Friday on-site as telework is not provided. Additionally, the selected candidate will provide in-bound call center support to the Department.

Location:

430 Stitt Road

Charlotte, NC 28213

Position Summary

The selected candidate will perform customer service work by providing information, handling customer inquiries, processing paperwork and answering questions. This position, under direct supervision, is responsible for interacting with new and existing customers regarding Mecklenburg County's Child Support Services. This position will also provide administrative back-up to clerical functions.

Essential Functions

• Greet, direct and screen customers for accessibility to all HHS programs and services helping as required.
• Act as an initial point of contact for the HHS customer.
• Process invoices, applications and conduct online database searches.
• Identifying situations requiring escalation (to liaison, case worker, management, etc.)
• Deescalate situations.
• Intuitive to read the environment and respond appropriately.
• Authentic interactions with customers.
• Observant and aware of surroundings.
• Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
• Maintain personal and professional competency via trainings.
• Determine which workflow steps and processes are needed to fulfill the customer's needs to help ensure that the customer's transactions are efficient and effective.
• Respond in a timely manner and communicate clearly and accurately.
• Maintain dialog with customers regarding expectations and experiences and use this feedback to improve service delivery.
• Utilize Language Assistance staff and devices to effectively communicate with LEP and other customers.
• Recognize when requests must be escalated and follow policies and procedures to ensure the customer receives communication regarding resolution.
• Maintain a professional environment.
• Maintain county standards in professional appearance.

Minimum Qualifications

Experience:

Minimum of two years of customer service or community service-related experience

Education:

High School Diploma or equivalent

Combination of relevant education and relevant experience accepted?: Yes

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 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

Skills

• Active listening
• Attention to detail
• Critical thinking
• Reading comprehension
• Service orientation
• Time management
• Written and oral communication

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 or groups in a manner that engages the audience and helps them understand and retain the information provided
• Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Negotiation: Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties

Computer Skills

• General knowledge of various computer applications

Work Environment

Works in an office setting with moderate noise

Disclaimer Statement

This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.