What are the responsibilities and job description for the Customer Service Representative position at Wake County?
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
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.
Required
The Basics (Required Education and Experience)
Location: HSC Somerset Raleigh, NC 27609
Employment Type: Regular
Work Schedule: Mon - Fri 8:30 am - 5:15 pm
Hiring Range: 24.37 - 28.65
Market Range: 24.37 - 28.65
Please include ALL prior work experience on your application and resume.
Posting Closing Date: 7:00 pm on 7/1/2026
What Makes Wake Great Equal Opportunity Statement Background Check Statement Emergency Service Worker Statement
What Makes Wake Great
Consistently ranked high among the best places to live and work in America, Wake County is home to NC State University, Research Triangle Park, and 2006 Stanley Cup Champions, the Carolina Hurricanes. In addition to being Wake County’s seat of government, Raleigh is also the center of state government, with the Capitol Building, legislature and many state government offices located in Raleigh. With an estimated population of just over 1.2 million residents, Wake County is North Carolina’s most populous county. Entertainment, recreation, and art and culture abound with the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail all in the heart of Wake County. Wake County uses the Council/Manager form of government. Currently, the seven members of the Board of Commissioners are elected by district on a partisan basis and serve four-year terms. In Fall 2026, two at-large seats will be added for nine total commissioners. The County is regarded as a fiscally responsible and well-managed government, enjoying a AAA bond rating. The County’s FY2026 General Fund budget is approximately $2.1 billion, and the County has over 5,100 full time employees. Wake County Government came in at #2 on the Healthiest Employers list for 2024. This year, US News & World Report ranked Raleigh #5 on its list of Best Places to Live, and the Milken Institute ranked Raleigh #1 on its 2025 list of Best-Performing Cities.
Equal Opportunity Statement
Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Background Check Statement
Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.
Emergency Service Worker Statement
In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.
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
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.
Required
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.
- 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
- 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 customer service to provide customers with accurate, consistent, and timely responses
- Ability to solve basic problems considering the full range of options to find solutions and makes decisions to resolve the situation
- Ability to exercise time management and organizational skills
- Knowledge of how to use basic functions of the Microsoft Office Suite
Location: HSC Somerset Raleigh, NC 27609
Employment Type: Regular
Work Schedule: Mon - Fri 8:30 am - 5:15 pm
Hiring Range: 24.37 - 28.65
Market Range: 24.37 - 28.65
Please include ALL prior work experience on your application and resume.
Posting Closing Date: 7:00 pm on 7/1/2026
What Makes Wake Great Equal Opportunity Statement Background Check Statement Emergency Service Worker Statement
What Makes Wake Great
Consistently ranked high among the best places to live and work in America, Wake County is home to NC State University, Research Triangle Park, and 2006 Stanley Cup Champions, the Carolina Hurricanes. In addition to being Wake County’s seat of government, Raleigh is also the center of state government, with the Capitol Building, legislature and many state government offices located in Raleigh. With an estimated population of just over 1.2 million residents, Wake County is North Carolina’s most populous county. Entertainment, recreation, and art and culture abound with the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail all in the heart of Wake County. Wake County uses the Council/Manager form of government. Currently, the seven members of the Board of Commissioners are elected by district on a partisan basis and serve four-year terms. In Fall 2026, two at-large seats will be added for nine total commissioners. The County is regarded as a fiscally responsible and well-managed government, enjoying a AAA bond rating. The County’s FY2026 General Fund budget is approximately $2.1 billion, and the County has over 5,100 full time employees. Wake County Government came in at #2 on the Healthiest Employers list for 2024. This year, US News & World Report ranked Raleigh #5 on its list of Best Places to Live, and the Milken Institute ranked Raleigh #1 on its 2025 list of Best-Performing Cities.
Equal Opportunity Statement
Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Background Check Statement
Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.
Emergency Service Worker Statement
In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.