Customer Service Representative I, Grade 13

The North Carolina Department of Agriculture and Consumer Services is seeking a Customer Service Representative I for their MC311 Customer Service Center. The role involves answering incoming calls, providing accurate information about county services, and maintaining effective communication with customers using technology and soft skills.

Responsibilities

• Answering the inbound call using a headset, laptop computer, and software
• Building instant rapport with customers, projecting confidence, listening carefully to identify the information or type of service being requested, and asking clarifying questions for better understanding
• Researching and obtaining accurate information quickly by simultaneously navigating multiple windows of various web-based platforms and software programs, while engaging the customer
• Providing callers with accurate information about appropriate and available county services
• Entering call information into a call management software system
• Performing other job-related duties as assigned

Skills

• One (1) year of responsible experience performing a broad range of general clerical, public contact, and customer service duties, including providing information and/or directing inquiries by telephone and at a public counter
• Completion of high school or High School Certificate of completion recognized in the State of Maryland
• Ability to deliver direct customer service to residents and communicate effectively to provide accurate information and referral assistance to clients with diverse backgrounds and concerns
• Ability to collect, organize, and maintain informational materials
• Ability to assess and determine the seriousness of issues prompting client inquiries regarding available services
• Ability to perform effectively under pressure in a call center environment
• Ability to exercise sound judgment, courtesy, and tact when responding to public inquiries
• Ability to interact with individuals effectively, equitably, and respectfully
• Ability to work varying shifts as required
• Successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening
• Expertise using Customer Relationship Management (CRM) systems
• Experience working in a high-volume call center (65–100 calls per day) in a fast-paced environment
• Expertise in navigating multiple computer applications while documenting calls in real time
• Expertise in de-escalating upset or angry customers
• Ability to handle complex customer issues requiring multi-step or cross-department coordination

Benefits

• Flexible/Hybrid remote employment
• Two 15-minute breaks and 30 minutes for a meal break
• Generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year
• Positions in MLS earn 35 days of paid time off each year
• All employees offered 10 paid holidays
• Leave policies adhere to the Family Medical Leave Act of 1993
• Six weeks of paid parental leave for new parents
• Robust retirement plans for all permanent and term positions
• Public safety positions eligible for a defined benefit pension plan vested after five years
• Non-public safety employees can participate in retirement plans contributing up to 12 percent of annual salary
• All employees can participate in a supplemental retirement plan, the 457 Deferred Compensation Plan
• Eligibility to participate in the Federal Public Service Loan Forgiveness Program if qualified
• Tuition assistance program allowing up to $2,130 annually in tuition assistance
• Free RideOn Bus service for County employees with valid ID
• Pre-tax flexible spending account for other mass-transit options such as MARC trains and Metro
• Healthcare and childcare Flexible Spending Accounts for eligible employees
• Award-winning wellness program, LiveWell, supporting physical, mental, financial, social, and intellectual well-being
• Essential Employee status requiring reporting during general emergencies or liberal leave
• In-depth paid training course of 6 to 8 weeks combining in-person and virtual sessions

Company Overview