Customer Service Representative

What You'll Be Doing

Wake County is looking for you!

The Veteran Services Division is seeking an experienced Customer Service Representative to provide customer service to citizens of Wake County and County employees. Services may include responding to customer inquiries regarding specific services, requesting and processing customer information, taking payments, and providing information regarding regularly performed County activities. The Customer Service Representative role is similar to an Office Assistant; however, the customer service function typically represents the primary role and a significant portion of the duties.

Essential Functions:

• Answer calls and respond to inquiries from customers, both internally and externally
• Respond to service requests, schedule appointments, provide general information, or direct requests to the appropriate area
• Greet persons entering the establishment, determine the nature and purpose of visit, and direct or escort them to specific destinations
• Respond to requests for general information regarding regularly performed County activities or refer requests to the appropriate area
• Complete routine office forms and records; record intake information, enter customer data in the system, record payments, and cancel or update accounts
• Maintain records of customer interactions or transactions, including details of inquiries
• Generate routine reports summarizing work activities
• Process mail
• Perform routine word processing and scanning
• Copy, compile, sort, and file information

About Our Team

Wake County Department of Housing’s goal is to ensure that quality affordable housing is available for all Wake County residents. As the population and economy continue to grow in Wake County, the need for affordable housing development and preservation increases. Not only do more units of affordable housing need to be built, housing services must be provided to support families and individuals to access or maintain safe, decent, affordable housing. Affordable housing is also critical to preserving Wake County’s economic competitiveness by offering housing for workers at all income levels, supporting housing stability and economic opportunity for its residents and furthering Wake County’s commitment to healthy and inclusive growth. The Department’s programs include Community Revitalization, Development Financing, Rental Assistance, Homeless Services, Community Outreach, Emergency Shelter, Veterans Services and Permanent Supportive Housing. Wake County Veterans Services goal is to provide comprehensive support, advocacy, and access to resources for veterans, service members, and their families. A core focus of our work is assisting veterans with navigating the VA claims process, including filing for disability compensation, pension benefits, and other entitlements. We are committed to ensuring that those who have served our nation receive the benefits, recognition, and services they have earned. Through personalized assistance, and collaboration with local, state, and federal agencies, we strive to empower veterans in achieving stability, health, and success in civilian life. A key focus of our office is assisting veterans with navigating the VA claims process. This includes helping with the filing and management of disability compensation, pension benefits, and other VA entitlements. Our goal is to simplify this often-complex process and advocate on behalf of veterans to ensure they receive the full range of benefits they deserve.

The Basics (Required Education and Experience)

• High school diploma or GED
• Six months of job-related experience
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Experience with outreach, face to face assistance, and assisting the public with connecting with community programs, benefits, etc
• Experience with accurate data entry input with a high call volume and walk-in traffic simultaneously
• Prior experience with docusign
• Strong customer service experience
• Ability to multi-task and maintain professionalism under pressure

How Will We Know You're 'The One'?

• Ability to use active listening skills to give full attention to what others are saying, taking time to understand the points being made and asking questions when appropriate
• Skill in communication and cust