Customer Service Representative - Call Center

Customer Support Representative

Wake County Department of Social Services includes ESS and Child Welfare. Our mission is, in partnership with the community, will facilitate full access to high quality and effective health and human services for Wake County residents. In addition to our numerous standard programs, Wake County Department of Social Services (DSS) is engaged in a number of Special Initiatives that are impacting services and programs throughout our entire agency. Whether legislated down from the changing regulations on the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County DSS implementing new and exciting enhancements to our services and programs. The Wake County DSS operates a fast paced, high volume Customer Support Center (Call Center) that is responsible for handling more than 500,000 calls each year. The Customer Support Center is an integral part of DSS that assists clients seeking information about the full range of programs and services offered by the agency as well as supporting clients who seek specific case information related to Medicaid, Food Stamps, and Emergency/Energy Assistance. Our Customer Support Center (Call Center) staff help the community everyday by connecting people with the resources they need through strong customer service and a drive to meet the best standards.

The Basics (Required Education and Experience)

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Previous call center experience in a high-volume environment
• Familiarity with Human Services programs and services
• Experience with Documenting Management Systems
• Spanish Speaking a plus

How Will We Know You're 'The One'?

• Excellent listening and communication skills
• Ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Professional and friendly attitude
• Openness to other's views and desire to contribute to building a positive team spirit
• Ability to maintain an average answer rate of 10+ calls/hour, and to type 30 wpm+
• Possessing a high level of proficiency in operating a standard desktop and Windows-based computer system, including but not limited to: Microsoft Word, Excel, the county intranet, NCFAST, OnBase, NCTRACKS, ebtEDGE and computer desktop navigation
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Desire to contributes to building a positive team spirit

About This Position

Location: HSC Somerset Raleigh, NC 27609

Employment Type: Regular

Work Schedule: Mon - Fri 8:00 am - 5:00 pm

Hiring Range: 24.72 - 25.68

Market Range: 24.37 - 28.65

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 6/15/2026

What Makes Wake Great

Consistently ranked high among the best places to live and work in America, Wake County is home to NC State University, Research Triangle Park, and 2006 Stanley Cup Champions, the Carolina Hurricanes. In addition to being Wake County's seat of government, Raleigh is also the center of state government, with the Capitol Building, legislature and many state government offices located in Raleigh. With an estimated population of just over 1.2 million residents, Wake County is North Carolina's most populous county. Entertainment, recreation, and art and culture abound with the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail all in the heart of Wake County. Wake County uses the Council/Manager form of government. Currently, the seven members of the Board of Commissioners are elected by district on a partisan basis and serve four-year terms. In Fall 2026, two at-large seats will be added for nine total commissioners. The County is regarded as a fiscally responsible and well-managed government, enjoying a AAA bond rating. The County's FY2026 General Fund budget is approximately $2.1 billion, and the County has over 5,100 full time employees. Wake County Government came in at #2 on the Healthiest Employers list for 2024. This year, US News & World Report ranked Raleigh #5 on its list of Best Places to Live, and the Milken Institute ranked Raleigh #1 on its 2025 list of Best-Performing Cities.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.