Information Specialist

The Forsyth County Department of Social Services is seeking to hire Information Specialists to offer assistance with the Energy Assistance Programs, Customer Care, or the Call Center.  The Crisis Intervention Program is an energy program designed to offer assistance with heating and/or cooling sources for citizens who are experiencing crisis situations.  The Low Income Energy Assistance Program assists low income households with a one time payment issued to their heating provider during the winter months.  The Customer Care Center serves as a first point of contact for customers entering the lobby.  The Call Center staff assist with all incoming calls for economic services. Information Specialists are trained in completing tasks in all areas (Energy Assistance, Customer Care, and the Call Center) to be available as a backup when needed.  Responsibilities include assisting customers with changes to their benefit cases, making copies of necessary documents, ordering replacement benefit cards, answering phone calls, and responding to inquiries received via email. The ideal candidates will possess the following knowledge, skills, and abilities:

• Knowledge of organization and functions of various human services agencies located throughout the County;
• Knowledge of Economic Services programs and NCFAST
• Ability to listen to callers, to analyze problems, and to help callers in dealing with problems
• Ability to express ideas and communicate effectively both orally and in writing
• Ability to deal tactfully and courteously with the public
• Ability to maintain effective working relationships with other employees.

Graduation from high school or GED and two years of call center or customer service experience. An equivalent combination of education and experience may be considered for minimum qualification requirements. Bilingual Spanish/English preferred.