Town Services Specialist

City of Apex, NC • Apex, NC

366d • $45,317 - $55,514

About The Position

The Town Services Specialist position serves as the first point of contact for the citizens of Apex for all town services and events. This role involves receiving, screening, and responding to customer service needs and inquiries in a timely manner by handling non-emergency, technical communications and providing information and resources provided by the Town of Apex. The position requires extensive customer service centered public contact and interdepartmental collaboration, working to successfully satisfy escalated and/or priority issues. Performance of routine tasks and the ability to provide accurate information regarding Town services, procedures, and resources via phone, email, text, and other web-related apps are necessary. A positive and professional customer service mindset while maintaining confidential information is essential. The specialist is responsible for implementing customer service initiatives associated with the Community and Neighborhood Connections Department.

Requirements

• High School diploma or GED and a minimum of one (1) year of experience, or a combination of equivalent education and experience.
• Familiarity with CRM systems and practices.
• Ability to type 50WPM.
• Thorough knowledge of Town policies, procedures and practices.
• Thorough knowledge of principles and practices of contact center operations.
• Thorough knowledge of organizational information to discuss and explain established rules, regulations and procedures to citizens.
• Ability to meet and interact with the public effectively, using tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Ability to identify and assess customer's needs to achieve resolution and satisfaction.
• Ability to establish and maintain effective working relationships with others.
• Ability to perform a variety of duties, often changing from one task to a different task in nature.
• Ability to solve complex problems and use sound judgement to make recommendations with confidentiality.
• Ability to work independently and reach out to management when necessary.
• Ability to work both mentally and physically in a stationary setting for extended periods of time.
• Ability to perform basic mathematical functions including addition, subtraction, multiplication, division, percentages and ratios.

Nice To Haves

• Experience in a call center, help desk, tech support or switchboard operator position.
• Sharepoint experience a plus.
• Valid state-issued drivers license preferred.

Responsibilities

• Utilizes various computer systems, multiple computer screens, and specialized telephone systems to respond to citizen inquiries.
• Handles large volumes of phone calls, emails, chats, texts, web and mobile app requests.
• Answers/addresses citizen inquiries and concerns with respect, empathy and professionalism over the phone and in person.
• Collaborates with other departments within the Town to research and respond to citizen inquiries.
• Communicates with other departments within the Town to resolve citizen service complaints.
• Executes recurring basic assignments and maintains regular contact with other departments within the Town.
• Ensures that the Community Connection Center delivers citizen services in a manner consistent with the Town's mission, goals and expectations.
• Delivers accurate solutions to citizens after collaborating with other departments and referring to Town policy and procedure.
• Communicates with others within the Community and Neighborhood Connections department to improve regular practices and procedures.
• Adapts to changes in operation of Town departments, ordinances, legislative regulations and technology that may affect assigned functions and operations; implements policy and procedural changes after approval.
• Maintains organization of paper documents and electronic files.
• Meets schedules and deadlines of inquiries and work associated with position, as well as average handle time (AHT), average wrap-up time (AWT) with call handling.
• Represents the Community Connection Center in a positive and professional manner.
• Works with a diverse group which includes assisting customers who speak different languages.
• Participates in special assignments and projects.
• Performs related duties as required.

Benefits

• Paid medical, dental, vision, and life insurance for employees
• 5% contributions to the NC401(k) retirement plans (no matching required)
• Participation in the Local Government Employees' Retirement System (LGERS), 6% contribution by employee
• Traditional sick and vacation leave
• 80 hours Peak Paid Time Off per year (after completion of probation)
• $1,200 Peak Lifestyle Benefit to pay for health and wellness activities (after completion of probation)
• Paid parental, caregiver, and bereavement leave
• 13 paid holidays
• Longevity pay
• Tuition assistance
• Expansive wellness program, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees