Level II Representative jobs in United States
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N.C. Department of Information Technology · 9 hours ago

Level II Representative

positionMartin County, NC
timeFull-time
remoteHybrid
seniorityMid Level
money$36K/yr - $63K/yr
date4+ years exp

The North Carolina Department of Health and Human Services (DHHS) is one of the largest agencies in the state, responsible for ensuring the health and well-being of North Carolinians. They are seeking a Level II Representative to provide excellent customer service to callers, particularly in Child Support Services, and perform data entry tasks related to customer interactions.

Information Technology & Services
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Work & Life Balance

Responsibilities

Provide excellent customer service to callers
Listen to callers to ascertain informational needs and use knowledge of the Automated Collection and Tracking System (ACTS)
Maintain courteous attitude when dealing with difficult callers
Use tact and diplomacy to diffuse emotional or antagonistic situations
Develop basic knowledge of ACTS and CSS policy for assisting callers appropriately
Provide basic participant website registration assistance
Understand and appreciate the confidential nature of CSS information
Update ACTS with address, email, and telephone changes
Enter appropriately worded event notes into ACTS to document interactions
Determine if the CSS agent should receive a work list and send properly drafted work lists
Generate ACTS documents for callers

Qualification

Child support program experienceCall center experienceCustomer service skillsData entry skillsTactDiplomacy

Required

High school or General Educational Development (GED) diploma and four years of related administrative experience; or an equivalent combination of education and experience

Preferred

Experience in child support program procedures, methods and practice
Experience working in a call center setting addressing callers' needs
Skills demonstrated in customer service in an office or medical setting

Company

N.C. Department of Information Technology

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The N.C.
dateFounded in 2015
location
Raleigh, North Carolina, USA
people-size1001-5000 employees
web-link
https://it.nc.gov

Funding

Current Stage
Late Stage

Leadership Team

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Torre Jessup
Chief Operating Officer
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Alysa Kelly
Executive Assistant to Chief Deputy/CIO/Chief Privacy Officer/Director of Enterprise Operations
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