Postdoctoral Human Computer Interaction Jobs in Monroe, NC

Customer Experience Specialist - Community Resource Center
The Department of Community Resources
Please apply by: 1/28/2026
"Follow Your Calling, Find Your Career"
Rate: 20.00 - 26.61 / hr
This is a non-exempt (hourly) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant's salary history and qualifications in comparison to the market rate and requirements for the job.
At Mecklenburg County, you'll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We're counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Position Specific Summary
The Customer Experience Specialist position will support the Department Monday - Friday on-site as telework is not provided. Additionally the selected candidate may be required to stand for a period of time while completing duties and support additional CRC locations as needed.
Location:
3205 Freedom Drive
Charlotte, NC 28208
Position Summary
This is a customer-facing position that will interface directly with walk-in customers in Health and Human Services.  The incumbent will understand the CRC lobby workflow and processes in order to help guide customers through the proper steps required for their needs, or to the appropriate subject matter experts who can provide the customer with more detailed guidance. This position will also provide administrative back-up to clerical functions.
The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction. 
Essential Functions
Greet, direct and screen customers for accessibility to all HHS programs and services helping as required.
Act as an initial point of contact for the HHS walk-in customer.
Assisting customers with check-in
Directing customer to building amenities or waiting area
Identifying situations requiring escalation (to liaison, case worker, management, etc.)
Deescalate situations
Intuitive to read the environment and respond appropriately
Authentic interactions with customers
Observant and aware of surroundings
Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
Maintain personal and professional competency via trainings.
Ensure agency guests are appropriately directed and staff are notified.
Interview and screen customers to understand their specific needs.
Determine which workflow steps and processes are needed to fulfill the customer's needs to help ensure that the customer's transactions are efficient and effective.
Respond in a timely manner and communicate clearly and accurately.
Maintain dialog with customers regarding expectations and experiences and use this feedback to improve service delivery.
Utilize Language Assistance staff and devices to effectively communicate with LEP and other customers.
Recognize when requests must be escalated and follow policies and procedures to ensure the customer receives communication regarding resolution.
Collaborate with staff to ensure the customer workflow is efficient and successful. Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols. 
Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County; Assist with additional lobby services as needed (including, but not limited to, the Document Counter, Kids' Corner, Food Pantry, and Computer Room)
Maintain a professional environment. 
Ensure the lobby is clean, safe, and operationally ready
Maintain county standards in professional appearance
Ensure wheelchairs and other equipment is properly maintained and secured
Minimum Qualifications
Experience:  
Minimum of two years of customer service or community service-related experience
Education:  
High School Diploma or equivalent
Combination of relevant education and relevant experience accepted?:  Yes
Preferred Qualifications
Associate's degree
 Bilingual Skills (Spanish/English)
Knowledge, Skills and Abilities
Knowledge of
Thorough knowledge of Health and Human Service customer service needs and understanding of mission, mandate, and duties. 
Communicate clearly and professionally, both with customers and staff.
Ability to maintain a friendly, cooperative, and responsive attitude toward customers.
Intuitive to read the environment and respond appropriately
Skilled in time management in order to effectively manage daily workloads.
Ability to troubleshoot and alert Customer Service Manager to potential problems.
Possess the ability to be a self-directed and motivated individual; to work without direct supervision, in a team environment, and keeping management informed of unusual problem situations. 
Ability to establish and maintain effective working relationships with members of the CRC team, other employees, and the general public.
Possess a strong work ethic and team player mentality.
Knowledge of PC's, laptops, tablets or similar devices, printers, other peripherals, operating systems, Outlook, and MS Office Suite.
Skills
Active listening
Attention to detail
Critical thinking
Reading comprehension
Service orientation
Time management
Written and oral communication
Abilities
Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
Communication: Clearly conveying information and ideas through a variety of media to individuals and/or groups in a manner that engages the audience and helps them understand and retain information
Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and the organization's needs
Negotiation: Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties
Computer Skills
General knowledge of various computer applications
Work Environment
Works in an office setting with moderate noise
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 
Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.