Administrative Specialist

Administrative Specialist

Are you an organized, customer-centric professional dedicated to operational excellence and proactive problem-solving? Join the Solid Waste Services team as an Administrative Specialist, serving as a critical liaison between Customer Service and Field Operations. In this role, you will dispatch and track work orders, resolve complex customer inquiries, generate analytical reports, evaluate operational data, and support continuous process improvement initiatives to help deliver efficient, high-quality services to the local community.

We are seeking an organized, customer-focused professional to support the daily operations of the Solid Waste Services Department. In this role, you'll coordinate communication between Customer Service and Field Operations, dispatch and monitor work orders, research and resolve customer concerns, prepare reports, analyze operational data, and support technology and process improvement initiatives. The ideal candidate is detail-oriented, an effective communicator, and skilled at managing multiple priorities while providing exceptional customer service in a fast-paced environment.

The Solid Waste Services Department provides residential curbside collection of garbage, recycling, yard waste, and a variety of specialized services for the community. Our team is committed to delivering reliable, efficient, and customer-focused services while reducing waste, increasing recycling, and promoting sustainability throughout Raleigh. By joining our team, you'll help support essential public services that make a positive impact on the quality of life for our residents every day.

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.

Customer Service & Customer Relations

• Respond to internal and external customer inquiries and resolve complex service concerns.
• Research customer history, investigate escalated issues, and coordinate timely follow-up.
• Interpret departmental policies, procedures, and service guidelines.
• Serve as liaison between customers, Customer Care, Operations, and other City departments.

Operations Coordination & Dispatch

• Coordinate communication between office staff and field operations.
• Dispatch, monitor, update, and close work orders using Cityworks, ServiceNow, and related systems.
• Support field personnel using radio communications, AVL, and operational software.
• Coordinate daily routes, assignments, operational priorities, and emergency communications.
• Maintain operational records including tonnage, completion times, and performance metrics.

Administrative Support

• Prepare reports, correspondence, presentations, spreadsheets, and confidential documents.
• Coordinate meetings, interviews, onboarding, training activities, and departmental calendars.
• Process administrative and financial transactions in accordance with City policy.
• Maintain departmental records and documentation.

Reporting, Analytics & Technology

• Generate recurring and ad hoc reports for leadership.
• Analyze operational trends and identify opportunities for improvement.
• Support implementation, testing, and documentation of Cityworks, ServiceNow, and other technology initiatives.
• Develop and maintain SOPs, customer guidance, and training materials.

Continuous Improvement

• Participate in departmental initiatives and cross-functional projects.
• Recommend workflow improvements and operational efficiencies.
• Support emergency operations and special projects.
• Perform related work as assigned.

Typical Qualifications

High School diploma or G.E.D. equivalency; 1 to 3 years' experience in administrative support, office support, customer service, or related field OR Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

Additional Information

Knowledge of:

• Customer service principles.
• Municipal operations.
• Dispatch and work order management.
• Microsoft Office and business systems.
• Records management.
• Operational reporting and process improvement.

Skills:

• Communication and relationship building.
• Problem solving and analytical thinking.
• Prioritizing competing demands.
• Preparing reports and correspondence.
• Maintaining detailed operational records.

Abilities:

• Exercise sound judgment.
• Adapt to changing priorities.
• Coordinate work across multiple teams.
• Maintain confidentiality.
• Deliver exceptional customer service.

ADA and Other Requirements: Work Environment and Physical Effort: Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment: Work is typically performed in an office or similar indoor environment. Work Exposures: Work in this position does not require frequent environmental exposures. Employees may occasionally be exposed to individuals who are hostile or irate.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.