Customer Service Specialist II City of Wilmington, NC - 3.1 Wilmington, NC Job Details Full-time $24.16 an hour 11 hours ago Benefits Paid parental leave Health savings account Paid holidays Disability insurance Health insurance On-site gym Dental insurance 401(k) Tuition reimbursement Adoption assistance Parental leave Employee assistance program Vision insurance Credit union membership Life insurance Qualifications Resident conversation engagement Constituent services Phone communication Client database systems Non-CDL Class C Team training Conflict management Mentoring Desktop applications Clerical experience Productivity software Office record organization Full Job Description The City of Wilmington is an Equal Opportunity Employer. Position Description One City. One Team. One Mission Do you have the ability to remain calm, patient, and professional while assisting citizens with questions and service concerns? The city is hiring for a Customer Service Specialist II working in the Solid Waste Servives Department to be the key point of contact for the community. In this role, you'll handle a high volume of citizen calls, including concerns about missed trash or recycling collections, while providing clear information, understanding, and solutions to help address their needs. Your communication and customer service skills will play an important role in ensuring residents receive a professional and positive experience. Every call, visitor, and interaction is an opportunity to make a difference. You'll also provide administrative support to the division, including maintaining records, tracking key metrics, and supporting the day-to-day operations that help keep essential services running. Typical Tasks Provides administrative support for the assigned department executive by answering the phone, screening and referring callers, scheduling appointments and maintaining the calendar, locating and providing information to citizens, maintaining the department filing system, typing, printing, and distributing departmental correspondence, making travel arrangements, distributing mail and maintaining records and filing systems. Provides clerical support to the assigned department by faxing and copying documents; attending meetings and taking minutes of the meetings and assisting with logistics; maintaining documents; and ordering and maintaining office supplies. Coordinates the preparation and submission of regularly scheduled information such as payroll, budgets, requisitions and purchase orders, and grant applications, develops recommendations for policy and procedure changes, and assists or coordinates special projects. Qualifications Formal Education High school diploma or GED, and two (2) years of customer service in a call center environrment, clerical, administrative or other relevant experience, or any combination of education, experience, and training sufficient to perform the essential functions of the position. Certification & Other Requirements Class C Drivers License Ability to obtain FEMA certifications within 120 days of hire. Excellent telephone and organizational skills. Microsoft Office skills and ability to learn work order and customer database software applications.

Knowledge of:

Customer service principles and conflict resolution techniques Government or departmental programs, policies, and procedures Administrative and recordkeeping practices. Computer systems and office software applications.

Skilled in:

Resolving complex customer issues and complaints Communicating clearly with the public and internal stakeholders Researching information across multiple systems or resources Prioritizing and managing multiple service requests Ability to: Interpret and apply policies and procedures Exercise sound judgment in addressing customer concerns Work independently while maintaining accuracy and professionalism Assist with training or mentoring staff Identify opportunities to improve service delivery

Our Core Values :

INCLUSION

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COLLABORATION

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CREATIVITY

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ACCOUNTABILITY

Our Mission Statement:

Through forward-thinking policies and responsible stewardship, we are creating a better city every day with excellent core services and quality of life for all.

What we offer:

The City of Wilmington believes that employees are one of our most important resources. We offer an excellent salary and competitive benefits package to serve the needs of our employees and their families.

Our benefits package includes:

Comprehensive medical, dental, and vision insurance + many other insurance options Excellent retirement benefits, including a city provided 4.5% contribution each pay period into a 401(k) account and automatic enrollment into the North Carolina Local Government Employees' Retirement System Employer-paid health & wellness clinic Free on-site city gym access Paid sick and vacation leave + 13 paid holidays per year 6-weeks paid parental leave Paid volunteer & blood donation leave to give back to our community Flex schedule and telework availability, depending on your position Professional development trainings & leadership initiatives Tuition assistance benefits

Applicant Status Updates :

After the closing date for this position, applications will be screened by Human Resources. Applicants who meet the minimum and/or preferred qualifications will be referred over to the hiring department. All updates regarding an application can be viewed through your applicant portal.