PT Lead Customer Service Specialist

The Lead Customer Service Specialist is a single advanced-level administrative classification. It is distinguished from other administrative support job classes by the significant emphasis on paraprofessional administrative duties, performing a wide variety of complex, diverse, and confidential support. Job duties are broader in scope and complexity based on departmental assignments.  An employee in this role typically serves as the front-line point of contact for the department, maintaining continuous contact with the public through direct contact, telephone, and email. This role requires patience, tact, and knowledge of general administrative operations and processes required of the administrative classification. This role will require a variety of administrative and office support duties, such as addressing invoices, preparing correspondence, forms, and other documents, and maintaining and filing records and files. Work may often require a high degree of independence, decision-making, and sound judgment in performing tasks. Work is performed under the general supervision of the assigned Community Engagement Manager.

Employee Values: Employees of the Town of Wake Forest are expected to uphold and exhibit the Town’s shared employee values of caring, commitment, character, and collaboration.Essential Duties and Tasks across all agencies

Provides staff support to an assigned Department by assisting with administrative support related to advanced, complex, or sensitive natured materials including but not limited to:

o Maintaining calendars; coordinating, arranging, and confirming meetings; arranging for meeting setup; attending meetings; taking notes; transcribing minutes and summaries.

o Receives visitors and incoming calls; provides information and addresses inquiries that may require sensitivity and the use of sound, independent judgment.

o Conduct research and respond to requests for information from officials, customers, and the public; may refer requests to appropriate staff as necessary.

o Review, proofread, and edit departmental agendas and maintain files.

 o Schedule and coordinate special meetings, seminars, conferences, and training sessions.

o Maintain department and agency contacts to include departmental mailing lists.



• Establish, analyze, revise, and recommend administrative and office practices, procedures, systems, and workflow processes. Monitor activities to ensure conformance with adopted department/division work plans; analyze existing methodology; recommend improvements to practices and procedures and coordinate department/division functions; develop and assist in developing department/division operating procedures.

• Assist with monitoring vendor contract performance with assigned department/division to ensure compliance.

• Interprets policies and regulations for the public and department personnel; resolves inquiries that may arise and respond to citizen inquiries – coordinating resolutions.

• Assist in creating a positive and supportive work environment; assist with enforcing safe workspaces; establish a culture of teamwork and communication; a workplace that promotes organizational values and actively promotes an environment respectful of living and working in a diverse society.

• Compiles and analyzes data and prepares regular and special reports for departmental/division management, including database management.

•Prepare agendas for meetings, functions, and conferences.

• Compose correspondence with a high degree of initiative and judgment when communicating with the public, contractors, public agencies, community partners, and other employees.

• May perform additional duties within the scope of this classification.

o Schedule management to include management of the Director’s schedule.

o Conduct site tours.

o Meeting coordination.

o Special project oversight.Any combination of education and experience equivalent to graduation from high school with considerable secretarial and/or administrative assistant experience in a local government setting or similar discipline. One to two years of experience working with older adults or parks in recreation preferred.


• Must be able to physically perform the basic life operational support functions of reaching, walking, fingering, talking, hearing, and repetitive motions.

• Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

• Must possess the visual acuity to compile and compute data and statistics, perform accounting tasks, operate a computer terminal, proofread materials, and do extensive reading; may be required to perform transcription tasks.