TOWN OF APEX
invites applications for the position of:
Town Services Specialist
ABOUT THIS POSITION:
EXPECTED HIRING RANGE: $47,625.55 - 58,337.55
WORK LOCATION: Town Hall, 73 Hunter Street, Apex, NC 27502
SCHEDULE: Monday-Friday, 8am-5pm
POSTING CLOSING DATE: July 30, 2026 at 7pm
WHAT YOU WILL BE DOING:
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.
A SAMPLE OF THE ESSENTIALS:
- 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.
Preferred Qualifications
- 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 50WPM
- 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:
Not only is the Town "The Peak of Good Living", but it's also a great place to work! We strive to "reach the peak" of being an employer of choice by providing competitive salaries and excellent benefits, including:
- Free or low cost medical, dental, vision, and life insurance for employees
- 5% contributions to the NC401(k) retirement plans (no matching required)
- Participation in the Local Government Employees' Retirement System (LGERS)
- Traditional sick and vacation leave
- 80 hours Peak Paid Time Off
- $1,200 Peak Lifestyle Benefit to pay for health and wellness activities (after completion of probation)
- 8 weeks of Paid Parental Leave
- 3 weeks of Paid Parental Leave
- Bereavement Leave
- Expansive wellness program, and more!
KEEP IN MIND:
Providing a safe work environment for our employees is a top priority, therefore all new hires must successfully complete a pre-employment drug test, post-offer functional testing (if required by position), background verifications including references, criminal record and driver's license checks prior to employment. Some positions may also require SBI fingerprinting as part of the background screening process.
The Town of Apex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation or marital status, veteran status, or genetic information.
