Customer Experience Specialist

Call Center / Eligibility Specialist Location: Charlotte, NC The Call Center / Eligibility Specialist plays a vital role in connecting individuals and families with essential community assistance programs. This position involves answering inbound calls, conducting eligibility screenings, and providing compassionate, sensitive support to Spanish and English‑speaking clients. The specialist ensures accurate documentation and timely referrals to appropriate services. Key Responsibilities Respond to inbound calls from clients seeking assistance with housing, food, healthcare, and other community resources. Conduct eligibility screenings in both English and Spanish using established program guidelines. Accurately enter client information into case management systems and maintain detailed records. Provide clear and empathetic explanations of available services and next steps. Refer clients to internal and external resources based on assessed needs. Collaborate with program coordinators and case managers to ensure seamless service delivery. Maintain confidentiality and comply with HIPAA and other privacy regulations. Participate in training sessions and team meetings to stay updated on program changes and community resources. Qualifications High school diploma or equivalent; associate degree or higher preferred. Minimum 1 year of experience in a call center. Strong communication and interpersonal skills. Ability to handle sensitive situations with empathy and professionalism. Proficient in Microsoft Office and data entry systems. NC FAST system experience is a plus. Knowledge of local community resources and public assistance programs is a plus. Work Environment Fast‑paced call center setting. Shift is 8 AM – 5 PM, Monday – Friday. Hybrid or in‑office work depending on organizational needs. $18.48 per hour #J-18808-Ljbffr