Follow Your Calling, Find Your Career!!
Please apply by: Wednesday, October 28th, 2026
Salary Range: $25.53 to $25.89 per hour. 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.
The Mecklenburg County Department of Child, Family, & Adult Services strives to strengthen families and communities through a safety-net of services, collaborations, and hope. Our vision is to define and cultivate an organizational culture that is more compassionate and understanding toward each other and our clients.
Services For Adults (SFA) is a part of the Adult Services Division of the Mecklenburg County Department of Child, Family, & Adult Services. The division is responsible for three main program areas: Adult Social Work Services, the Senior Citizens Nutrition Program, and the Mecklenburg Transportation System (MTS).
This is a high-volume Call Center responsible for scheduling Non-Emergency Medical Transportation (NEMT) and determining eligibility for transportation services for the citizens of Mecklenburg County.
This position will handle inbound and (some or limited) outbound phone calls from new and existing citizens of Mecklenburg County. Provide world-class customer service, resolve customer issues, assist with customer inquiries, and provide additional transportation resources when applicable.
Interacts with new and existing customers and third-party entities to provide and process information in response to inquiries, concerns and requests reviews, complete funding changes, pre and post verifications.
Determines eligibility, obtains and verifies customer information, process applications and re-certifications, research information, conducts pre and post verifications.
Position is also responsible for meeting or exceeding established Call Center performance-related metric goals.
The schedule is Monday thru Friday, 7:00 am to 4:00 pm. Call Center Agents should have flexibility on occasion to work until 5:00pm as operational or business needs require.
Position is full-time onsite located at 3205 Freedom Drive, Charlotte, NC 28208.
Provide administrative support to internal departmental staff
Respond to inquiries and resolves administrative issues that may arise
Prepare written correspondence such as memos, emails, presentations, forms, and other documents (if applicable)
Prepare, develop, or maintain reports, manuals (if applicable)
Conducts moderately complex research
Perform confidential data entry, create, organize, and maintain files
Use computers for various operations such as database management
Answer telephone and handle or direct inquiries to the appropriate persons according to the need/issue presented
Operate office equipment: fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence, or other material (if applicable)
Compose, type, and distribute routine correspondence, or reports, such as presentations or expense, statistical, or monthly reports (if applicable)
Some positions may be required to support enrollment and eligibility activities performed in the NC FAST system (if applicable)
Some positions may be required to provide general guidance and direction
Experience: Minimum of four years of administrative experience
Education: High School Diploma or equivalent
Combination of relevant education and relevant experience accepted: Yes
Licenses and Certifications:
May require a valid North Carolina or South Carolina Driver's License
May require County Driving Privileges
Previous experience in a high-volume Call Center setting highly preferred.
Strong verbal and written communication skills and the ability to multitask in a fast-paced, high volume Call Center setting.
Previous experience with NC FAST, Ecolane transportation software, or similarly related software programs.
Bilingual (Spanish and English) proficiency, oral and written preferred. If applicable, a County required bilingual assessment is given to determine proficiency towards qualifying for possible bilingual premium pay.
Knowledge of
Administrative and clerical procedures and systems using various computer operations, managing files and records
Principles and processes for providing customer and employee services
Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Customer service
Coordination and organization
Judgement and decision making
Time management
Abilities
Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.
Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently
Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
Data entry
Intermediate use in various computer applications.
Proficient in various computer applications including Microsoft Office Suite
Works in an office setting with moderate noise
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.
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.
Mecklenburg County is more than just a great place to work. The County provides an environment where you can touch and enrich lives every day in countless ways. From helping families in need to protecting the public’s health and even maintaining hundreds of acres of public park land, working here means you will have the chance to be a part of providing services for an amazingly diverse population.
It’s not just a place to work – for some, it’s an opportunity to serve their neighbors and make a difference in our community. For others, the role they take on fulfills a lifelong pursuit in an area of study. Whatever the reason you choose to work for the County, there is an opportunity for personal growth, professional development, and to truly make a difference in people’s lives.
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