Customer Service Representative

LHH is seeking a Customer Service Representative for a contract to hire job opportunity in Charlotte, NC! We are seeking a compassionate and customer-focused professional to serve as a primary point of contact for individuals seeking assistance and support services. This role is responsible for providing exceptional customer care, gathering and processing information, answering inquiries, and helping individuals navigate available resources. The ideal candidate is empathetic, detail-oriented, and thrives in a collaborative environment dedicated to helping people overcome challenging circumstances. This position is fully onsite in Charlotte, NC Monday - Friday, 8:30 am - 5:00 pm EST.

Responsibilities:

Client Support & Intake

• Provide compassionate, respectful assistance to individuals experiencing financial or personal hardships.

• Guide clients through eligibility requirements, application processes, and available support programs.

• Build positive relationships with clients, community partners, and volunteers while delivering outstanding service.

• Collect, verify, and accurately record information needed to process service requests.

• Organize and upload required documentation to support application and case management processes.

• Communicate with service providers and community partners to confirm information and facilitate timely assistance.

• Advocate for individuals with unique circumstances and identify alternative resources when appropriate.

• Address client concerns professionally and work toward positive outcomes.

Customer Service & Call Management

• Serve as the first point of contact for incoming calls, responding with professionalism, patience, and empathy.

• Explain organizational procedures and available programs in a clear and easy-to-understand manner.

• Provide accurate information tailored to each caller's individual situation.

• Maintain current knowledge of resources, services, and program offerings.

• Handle sensitive conversations with discretion and professionalism.

• Collaborate with colleagues and partner organizations to resolve complex client needs.

• Ensure all interactions reflect a commitment to dignity, respect, and excellent customer service.

Qualifications:

• 2 years+ of customer service, human services, social services, nonprofit, or related experience.

• Experience working with individuals from diverse cultural, ethnic, and socioeconomic backgrounds.

• Comfortable supporting individuals with varying needs and circumstances.

• Previous experience handling high-volume customer interactions is preferred.

• Strong verbal and written communication skills.

• Excellent organizational and time-management abilities.

• Ability to manage sensitive situations with empathy and professionalism.

• Proficiency with Microsoft Office applications and customer relationship management (CRM) systems.

• Strong problem-solving and relationship-building skills.

• Bilingual English/Spanish skills are a plus.

• Passion for helping others and supporting underserved populations.

• Team-oriented mindset with the ability to collaborate effectively across departments.

• Ability to remain calm and adaptable in a fast-paced environment.

• Commitment to delivering an exceptional customer experience.

Pay Details: $20.00 to $21.00 per hour

Search managed by: Rebecca Stone

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.