City of Raleigh, NC
Customer Experience Advocate
City of Raleigh, NC, Raleigh, North Carolina, United States, 27601
Salary:
$20.00 - $25.00 Hourly Location :
Raleigh, NC Job Type:
Temporary Job Number:
2025-00670 Department:
Office of the City Manager Opening Date:
09/03/2025 Closing Date:
9/17/2025 11:59 PM Eastern Work Hours:
Monday - Friday; 9:00am to 2:00pm with flexibility Hiring Range:
$20.00 - $25.00
Job Description This position provides administrative and logistical support for customer service across the City of Raleigh. In this role you will serve as a liaison between city staff and customers to provide information and ensure timely service delivery. In this role you will be receiving phone calls, emails and online service requests which will require you to provide solutions to simple and moderately complex issues. You will be required to actively resolve problems even if it is something you have never encountered before so quick thinking and problem-solving skills are absolutely required. You may also assist with system upgrade testing, reporting and data analysis as well as performing system training. In this role you will need to have a strong desire to make a difference in the lives of our customers while balancing policies and staff workload. This position is new to our organization and is currently a
part-time temporary position
in a new program within the city. Our goal is to deliver a customer experience that ensures consistency and timely service delivery. You will need to understand that our customers are why we are here, and it is your responsibility to take each request seriously and help in a manner that reflects an understanding of who we serve, why we are here and the experience we want our customers to have. If you can do that graciously and consistently, and can effectively operate a computer, then we will figure out the rest together. We would love it if you had a willingness to identify problems and implement solutions when you come across issues. Bi-lingual skills are a strong plus but not required.
Duties and Responsibilities The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job related tasks other than those specifically presented in this description. • Provides information and assistance to community members regarding City programs • May attend internal and external special events to bring awareness to potential customers within the community about software platform • Develops positive relationships between City departments and stakeholders within the community to better address any related concerns. Assists with any questions or issues and redirects individuals according to their needs • Performs electronic filing, record-keeping, and related record retention procedures • Assists with the preparation of communication materials, including reports and documents related to customer experience management • Performs related work as required
Typical Qualifications Education and Experience:
High school diploma or GED and 1 to 3 years of customer service
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Preferred Qualifications:
Some College Bilingual Speaker Additional Information Knowledge of:
Excellent customer service practices General office knowledge including organization, record keeping, proper phone etiquette, etc. Effective website searching practices Computer use including email, meeting scheduling, issue tracking Proper phone etiquette and usage ServiceNow or other issue tracking system Skill in:
Strong willingness to learn new information Solid observation skills Capacity to retain new and high volumes of information Creative thinking skills Strong Communication skills; both verbal and written to include proper grammar and spelling. If this is a weaker area but you are willing to utilize tools for assistance, that is acceptable. Strong interpersonal skills Issue tracking and resolution Ability to:
Be a self-starter with a curious nature and have a positive attitude Effectively multi-task
ADA and Other Requirements: Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.
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 including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Working Conditions: Work is routinely performed in an indoor, office environment.
Note: This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position. When you join the City of Raleigh's work family as a full-time employee, your benefits are an important part of your "total rewards". Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.
To find out about the City's benefits package, and other programs, please visit our Employee Benefits page:
https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits
The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are
not
eligible for the City of Raleigh's benefits. 01
Please select your highest level of education completed.
Some high school High school diploma (or GED) Some college Associate's degree Bachelor's degree Master's degree PhD or other professional degree
02
How much relevant or comparable work experience do you have in this field?
None Less than 1 year 1 to less than 2 years 2 to less than 3 years 3 to less than 4 years 4 to less than 5 years 5 to less than 6 years 6 to less than 7 years 7 to less than 8 years 8 to less than 9 years 9 to less than 10 years 10 years or more
Required Question
$20.00 - $25.00 Hourly Location :
Raleigh, NC Job Type:
Temporary Job Number:
2025-00670 Department:
Office of the City Manager Opening Date:
09/03/2025 Closing Date:
9/17/2025 11:59 PM Eastern Work Hours:
Monday - Friday; 9:00am to 2:00pm with flexibility Hiring Range:
$20.00 - $25.00
Job Description This position provides administrative and logistical support for customer service across the City of Raleigh. In this role you will serve as a liaison between city staff and customers to provide information and ensure timely service delivery. In this role you will be receiving phone calls, emails and online service requests which will require you to provide solutions to simple and moderately complex issues. You will be required to actively resolve problems even if it is something you have never encountered before so quick thinking and problem-solving skills are absolutely required. You may also assist with system upgrade testing, reporting and data analysis as well as performing system training. In this role you will need to have a strong desire to make a difference in the lives of our customers while balancing policies and staff workload. This position is new to our organization and is currently a
part-time temporary position
in a new program within the city. Our goal is to deliver a customer experience that ensures consistency and timely service delivery. You will need to understand that our customers are why we are here, and it is your responsibility to take each request seriously and help in a manner that reflects an understanding of who we serve, why we are here and the experience we want our customers to have. If you can do that graciously and consistently, and can effectively operate a computer, then we will figure out the rest together. We would love it if you had a willingness to identify problems and implement solutions when you come across issues. Bi-lingual skills are a strong plus but not required.
Duties and Responsibilities The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job related tasks other than those specifically presented in this description. • Provides information and assistance to community members regarding City programs • May attend internal and external special events to bring awareness to potential customers within the community about software platform • Develops positive relationships between City departments and stakeholders within the community to better address any related concerns. Assists with any questions or issues and redirects individuals according to their needs • Performs electronic filing, record-keeping, and related record retention procedures • Assists with the preparation of communication materials, including reports and documents related to customer experience management • Performs related work as required
Typical Qualifications Education and Experience:
High school diploma or GED and 1 to 3 years of customer service
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Preferred Qualifications:
Some College Bilingual Speaker Additional Information Knowledge of:
Excellent customer service practices General office knowledge including organization, record keeping, proper phone etiquette, etc. Effective website searching practices Computer use including email, meeting scheduling, issue tracking Proper phone etiquette and usage ServiceNow or other issue tracking system Skill in:
Strong willingness to learn new information Solid observation skills Capacity to retain new and high volumes of information Creative thinking skills Strong Communication skills; both verbal and written to include proper grammar and spelling. If this is a weaker area but you are willing to utilize tools for assistance, that is acceptable. Strong interpersonal skills Issue tracking and resolution Ability to:
Be a self-starter with a curious nature and have a positive attitude Effectively multi-task
ADA and Other Requirements: Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.
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 including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Working Conditions: Work is routinely performed in an indoor, office environment.
Note: This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position. When you join the City of Raleigh's work family as a full-time employee, your benefits are an important part of your "total rewards". Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.
To find out about the City's benefits package, and other programs, please visit our Employee Benefits page:
https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits
The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are
not
eligible for the City of Raleigh's benefits. 01
Please select your highest level of education completed.
Some high school High school diploma (or GED) Some college Associate's degree Bachelor's degree Master's degree PhD or other professional degree
02
How much relevant or comparable work experience do you have in this field?
None Less than 1 year 1 to less than 2 years 2 to less than 3 years 3 to less than 4 years 4 to less than 5 years 5 to less than 6 years 6 to less than 7 years 7 to less than 8 years 8 to less than 9 years 9 to less than 10 years 10 years or more
Required Question