Helene Resource Center Representative

This position is posted until filled and could come down at any time. If youre interested apply today! We expect to hold interviews for this position in early April.

This posting is for multiple positions to work in Buncombe Countys Helene Resource Center connecting our residents to necessary resources to assist in their recovery. We are seeking individuals who are ready and willing to engage with County residents from all walks of life to help move them forward on their recovery journey. This position will be located inperson at 94 Coxe Avenue in downtown Asheville with dedicated staff parking.

This position may be eligible for costofliving adjustments longevity payments and other annual salary increases. This position may be eligible for certain Buncombe County benefits depending on the number of hours worked within a 12 month period. This position is anticipated to work through June 30 2026.

Purpose of the position:

The purpose of this position is to assist individuals affected by the hurricane in accessing vital disaster resources andsupport by providing timely information and guidance to those affected by the disaster.

Essential Functions of the position:

• Internal and external customer service includes answering phones and meeting with customers in person. Respond to inbound and outbound disasterrelated calls helping with housing financial aid disaster relief programs and otheravailable disaster recovery resources. Provide accurate details about available resources programs and services forhurricane survivors both over the phone and during facetoface interactions.

• Assist residents in filling out online forms to report disaster damage.

• Solve problems and complaints quickly and efficiently. If the issue is complex pass it on to a supervisor or specialist.

• Follow up with residents to make sure their issues are fully resolved.

• Establish and maintain detailed records of all calls including the topics discussed and any followup needed.

• Attend weekly meetings to stay updated on recovery efforts and share feedback to improve processes andservices.

• Perform other disaster recovery related duties as assigned

Knowledge Skills Abilities:

• Knowledge of disaster recovery resources and programs.

• Strong organizational skills and time management.

• Strong listening skills and sensitivity to callers needs.

• Clear and professional verbal communication skills.

• Ability to deal tactfully and courteously with the public.

• Positive attitude and passion for providing exceptional customer service.

• Working knowledge of the agency and/or program policies procedures services and mission.

• Ability to demonstrate and apply this knowledge in performance of office support tasks.

• Ability to explain and interpret program information to clients/customers and staff.

• Working knowledge of data collection and storage to compile assimilate and organize printed and electronicinformation.

• Ability to convey information and ideas through a variety of media to individuals or groups and to adjust language or terminology to meet the needs of the recipient(s).

• Ability to present ideas in written form; ability to adjust language or terminology to meet needs of therecipient(s); ability to use correct grammar organization and structure.

• Ability to utilize office equipment and other technology (software and systems) to meet work needs.

• Ability to facilitate the flow of work and coordinate office support activities with other staff; ability to maintaininternal and external contacts for work coordination.

• Ability to understand issues identify problems and opportunities to determine the appropriate course of action.

Minimum Education Training and/or Experience (required at time of hire):

High School diploma or equivalent; anda minimum of three 3 years of office experience including customer service experience; or an equivalent combination ofeducation and experience.

Additional Training and Experience:

Bilingual in English/Spanish is preferred but not required.

In order to uphold internal pay parity and equity salaries are nonnegotiable for new and current Buncombe County employees. All new employees are paid according to their years of relevant education and experience above minimum requirements for the position and employees have the opportunity to obtain pay increases via cost of living increases and promotions.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture one that fully engages all of our employees honoring and building on each employees unique experiences opinions and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race color religion sex national origin political affiliation physical or mental disability age veteran status genetic information sexual orientation gender identity or any other legally protected class under federal or NC State law. In addition Buncombe County expressly prohibits any form of workplace harassment or discrimination.

Applicants for employment are invited to participate in the affirmative action program by reporting their status as a protected veteran or other minority. In extending this invitation we advise you that: (a) workers (applicants) are under no obligation to respond but may do so in the future if they choose; (b) responses will remain confidential within the human resource department; and (c) responses will be used only for the necessary information to include in our affirmative action program. We are a company that values diversity. We actively encourage women minorities veterans and disabled employees to apply. Refusal to provide this information will have no bearing on your application and will not subject you to any adverse treatment.