Town Services Specialist

Town Services Specialist About This Position

EXPECTED HIRING RANGE: $46,238.

WORK LOCATION:

Town Hall, 73 Hunter Street, Apex, NC 27502

SCHEDULE:

Monday-Friday, 8am-5pm, In the office

POSTING CLOSING DATE:
January 12, 2026 at 7pm

This position serves as the first point of contact for the citizens of Apex for all town services and events. This position will receive, screen and respond 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. Work involves extensive customer service centered public contact and interdepartmental collaboration.

This position works to successfully satisfy escalated and/or priority issues. Performance of routine tasks and ability to provide accurate information regarding Town services, procedures, and resources via phone, email, text and other web related apps are necessary. This position requires a positive and professional customer service centered mindset while maintaining confidential information. Responsible for the implementation of customer service initiatives associated with the Community Development and Neighborhood Connections Department.

This position reports to the Ask Apex Manager.

This position has no supervisory responsibilities.

• Utilizes various computer systems, multiple computer screens, and specialized telephone systems to respond to resident and other customer inquiries.
• Handles large volumes of phone calls, emails, chats, texts, web and mobile app requests.
• Answers/addresses resident and other customer 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 resident and other customer inquiries.
• Communicates with other departments within the Town to resolve resident and other customer service complaints.
• Executes reoccurring basic assignments and regular contact with other departments within the Town.
• Ensures that the Ask Apex Call Center delivers resident and other customer services in a manner consistent with the Town’s mission, goals and expectations.
• Delivers accurate solutions to residents after collaborating with other departments and referring to Town policy and procedure.
• Communicates with others within the Community Development 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 Ask Apex Call Center in a positive and professional manner.
• Works with diverse groups which includes assisting customers who speak different languages.
• Participates in special assignments and projects.
• Performs related duties as required.

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 50
  
  WPM

Known as "The Peak of Good Living", the Town of Apex is a rapidly growing Wake County municipality with a current population of more than 82,000 and has been ranked as Money Magazine's Best Place to Live in America. Our current workforce is comprised of over 680 full-time employees and over 125 part-time/seasonal staff. Our Human Resources Department - with the support and confidence of Town leadership - is committed to providing best-in-class HR programs for our employees, with a mission to create a culture of empowerment and accountability that maximizes individual and organizational potential.

We offer a generous benefits package, and have a highly competitive compensation program. More than that, the Town is an awesome place to work, as evidenced by…