Customer Service Representative

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Administrative Specialist I (S)

Position Number

60041939

Grade

NC08

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The Customer Service Representative serves as the customer service representative for Food and Nutrition Services recipients by providing direct support for questions related to Electronic Benefits Transfer (EBT) cards and access to benefits. It uses recipient information and multiple data systems, including an administrative terminal, the NC FAST database, online information guides, and linked manuals to troubleshoot issues and resolve concerns.

This role functions in a fast‑paced call center environment and requires consistent application of program policies to identify and address the root cause of client issues. It delivers clear and accurate information to help recipients access their benefits while maintaining a high level of professionalism. The position ensures timely, efficient service as the primary point of human contact for individuals seeking assistance with EBT card usage and benefit access.



Key Duties Include:
- Respond to incoming calls from Food and Nutrition Services recipients with questions related to EBT card use and benefit access.

- Use recipient-provided information to evaluate issues and determine appropriate steps for resolution.

- Access and interpret data from administrative terminals, the NC FAST database, online guides, and manuals to support problem-solving.

- Apply program policies to identify the cause of client issues and develop solutions aligned with established procedures.

- Navigate web-based applications and scripting guides to ensure accurate and efficient responses.

- Manage high-volume call traffic, handling 150–200 calls per day with professionalism and accuracy.

- Document call details and resolution steps to support service continuity and program integrity.

- Provide clear guidance to recipients regarding EBT card functionality and benefit access processes.

- Collaborate with call center leadership when complex issues require escalation.

- Maintain compliance with call center protocols, quality standards, and service expectations.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $39,244.00 - $68,679.00

Recruitment Range: $39,244.00 - $41,461.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. 

 

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred: 

• Demonstrated intermediate proficiency using Microsoft Office applications—including Excel, Word, PowerPoint, Teams, SharePoint, and Outlook—to support daily customer service and documentation tasks.

• Proven experience navigating web‑based applications and hyperlinked scripting guides to research client issues and determine accurate, policy‑aligned responses.

• Demonstrated success interpreting and applying program policies to identify the root cause of client concerns and develop efficient case resolutions.

• Documented experience performing high‑volume telephone customer service, managing 150–200 calls per day using modern VOIP systems while maintaining prompt, efficient, and professional service.

• Consistent experience documenting client interactions and troubleshooting steps with accuracy while working in a monitor‑based environment for extended periods.
  
  
  

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds

This Position Is Eligible For A Hybrid Work Option

Physical Requirements:

• Great deal of sitting and viewing monitor for extended periods of time.
  
  
  
  

About the Division of Social Services (DSS):

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.

About the Food and Nutrition Services:

Food and Nutrition Services (FNS), nationally known as SNAP, helps eligible individuals with limited incomes purchase food by providing monthly benefits on an Electronic Benefit Transfer (EBT) card that can be used like a debit card at participating stores. North Carolina also offers the Simplified Nutritional Assistance Program (SNAP), which is a streamlined version of FNS designed specifically to deliver food assistance to older adults who receive Supplemental Security Income (SSI).

Compensation and Benefits: 

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

 

Visit the website for State Benefits. 

Supplemental Contact Information: 

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS:  https://www.ncdhhs.gov/. 

 

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. 

 

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified. 

               

Application Process 

Be sure to complete the application in its entirety.   Resumes will not be accepted in lieu of completing this application. 

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. 
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers. 
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date. 
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check. 
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks. 
• Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent. 
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members. 

 

Degree/College Credit Verification 

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application. 

 

Veterans’ and National Guard Preference 

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications. 
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.  
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application. 

 

ADA Accommodations 

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below. 

 

CONTACT INFORMATION  

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application. 

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience

OR

An equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Tresha Walker

Contact:

DHHS Workday Support Form