Town Services Specialist

Town Services Specialist

This position serves as the first point of contact for the residents of Apex for all town services and events. An employee in this class 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, and other web related apps are necessary. A positive and professional customer service centered mindset while safeguarding confidential information is required. Responsible for the implementation of customer service initiatives for the entire Town of Apex.

This position reports to the Ask Apex Supervisor. This position has no supervisory responsibilities.

• Delivers exceptional customer-focused service to internal and external customers.
• Utilizes various computer systems and applications, multiple computer screens, and specialized telephone systems to respond to citizen inquiries.
• Handles large volumes of phone calls, emails, chats, web and mobile app requests.
• Assists customers with questions and concerns regarding missed garbage, recycling, yard waste and bulk pickup services.
• Handles customer concerns, complaints, and utility billing questions pertaining to all Town services.
• Assists customers with all issues they may have when accessing online portals or resets their password and sets up customer accounts for online access.
• Updates mailing addresses and changes to accounts.
• Assists with training and helping other Town Services Specialists on the Ask Apex Contact Center's systems, tools, and Town processes.
• Addresses resident inquiries and concerns with respect, empathy and professionalism through multiple channels of communication.
• Collaborates with other departments within the Town to research, resolve and respond to resident inquires and service complaints.
• Executes reoccurring assignments and regular contact with other departments within the Town.
• Ensures that the Ask Apex Contact Center delivers resident services in a manner consistent with the Town's mission, goals and expectations.
• Delivers accurate responses and solutions to residents after collaborating with other departments and referring to Town policy and procedure.
• Communicates with others within the Community Development & Neighborhood Connections department to improve regular operational 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 safeguards electronic files.
• Meets schedules and deadlines of inquiries and work associated with the position, as well as first call resolution (FCR), average handle time (AHT), and average wrap-up time (AWT) with call handling.
• Represents the Ask Apex Contact 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.

What You'll Need:

High School diploma or GED and a minimum of one (1) year of experience, or a combination of equivalent education and experience.

• Associate's degree in business or related field and considerable public contact experience.
• Considerable experience in a call center or help desk environment.
• Considerable experience working with Customer Relationship Management (CRM) systems and practices.
• Experience working with billing and work order systems.
• Ability to type 50
  
  WPM.
• SharePoint experience a plus.
• Valid state-issued driver's license preferred.

Who We Are:

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 84,000 and has been ranked as Money Magazine's Best Place to Live in America. Our current workforce is comprised of over 740 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 our high job satisfaction rating received in the last employee opinion survey.

What We Offer:

• Free or low cost medical, dental, vision, and life insurance for employees
• 5% contributions to…