Customer Service Specialist II

City of Wilmington; Wilmington (NC); On-site; USD 38,000 - 48,000; Full time

Job summary

City of Wilmington is seeking a Customer Service Specialist II for the Solid Waste Services Department. You will be the key contact for residents, handling high volumes of calls about missed trash or recycling and providing clear information and solutions.

You will also support the division administratively, maintaining records, tracking metrics, and aiding day-to-day operations. The role emphasizes professional, patient communication and services to ensure residents have a positive experience,

Qualifications

• High school diploma or GED with two years of customer service experience.
• Two years of customer service in a call center environment or equivalent.
• Ability to obtain FEMA certifications within 120 days of hire.
• Class C Driver's License.
• Excellent telephone and organizational skills.
• Microsoft Office and ability to learn work order/customer database software.

Responsibilities

• Provide administrative support for the division by answering phones, scheduling, maintaining calendars, filing, and travel arrangements.
• Provide clerical support by faxing/copying documents, attending meetings, taking minutes, and assisting with logistics and supplies.
• Coordinate preparation of payroll, budgets, requisitions, purchase orders, and grant applications; assist or coordinate special projects.

Skills

Resolving complex customer issues

Clear communication

Researching information across systems

Prioritizing service requests

Education

High school diploma or GED with 2 years customer service

Tools

Microsoft Office

Job 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.

• 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.

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