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