Customer Service Team Lead

What You'll Be Doing

Internal Job Posting- this career opportunity is open to current Wake County employees, temporary employees and contractors only. Please be prepared to list your Wake County employee ID number for verification purposes.

Wake County Health and Human Services (HHS) is seeking a call center superstar to join our dedicated team of community supporters At HHS, we believe that even when times are bad, we'll be here to help you get back on your feet – and we'll help you see beyond today, to a better tomorrow.

Our Customer Support Center Team Lead (Call Center) staff help the community and their team everyday by connecting people with the resources they need through strong customer service and a drive to help. The Customer Support Center is an integral part of Human Services 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. standards. Individuals in this position must be able to provide complex program and service information directly to clients, as well as manage difficult or emotional situations. Our ideal candidate will have strong experience in a fast-paced call center setting and a desire to go above and beyond established standards to provide excellent customer service. Apply today to join #TeamWake

About Our Team

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)

High school diploma or GED

Two years of job-related experience

Equivalent education and experience are accepted

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 DSS programs and services

Experience with Documenting Management Systems

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

Professional and friendly attitude

Desire to contributes to building a positive team spirit

About This Position

Location: HSC Swinburne Raleigh, NC 27602

Employment Type: Regular

Work Schedule: Mon - Fri 7:45 am to 4:45 pm

Hiring Range:

Market Range:

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

Posting Closing Date: 7:00 pm on 12/19/2025