Customer Service Representative

One City. Stronger Neighborhoods. Greater Opportunity. Behind every successful housing and community development program is a team dedicated to improving the lives of residents. As a Customer Service Specialist II – Housing & Community Development , you'll help connect people with vital resources, support federally funded programs, and ensure projects that strengthen neighborhoods move forward. From assisting residents and managing program data to supporting grants and special initiatives, your work will have a direct impact on creating a more vibrant, inclusive, and resilient Wilmington. This role works with greater independence and judgment than Customer Service I and may serve as a subject matter resource for departmental services and procedures. Works with contractors and vendors. Prepares and coordinates requests for bid, contract amendments, and site visits. Processes invoices for various vendors to ensure timely payment. Supports Community Development Block Grant (CDBG) and HOME Investment Partnerships Program (HOME) monitoring to ensure grant compliance. Maintains tracking status on purchase orders and prepares purchase requisitions. Updates and maintains the department’s data reporting systems to provide accurate programmatic reports of all activities and projects including expenditures and revenues. Generate a variety of periodic ad-hoc and annual reports by compiling and verifying data using the financial information system and HUD Integrated Disbursement and Information System (IDIS). Prepare grantee performance records, including financial summaries, replacement/displacement reports, accomplishments and narrative information to report on the department’s activities. Assist with special data-generating projects as needed for the department. Performs related work as required. *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.* Education High school diploma or GED Experience Two (2) years of contract management, customer service, administration, or a related field. Any combination of education, experience, and training sufficient to perform the essential functions of the position. Other Requirements Notary Public Certification or must obtain within 6 months of hire US Drivers License Knowledge of Applicable federal, state and local laws, codes, regulations (based on assignment) HUD Rules and Regulations Skilled in Verbal and written communication Organization and time management Managing projects Ability to Process invoices for payment Establish effective working relationships with internal and external stakeholders PHYSICAL DEMANDS Office Work: Primarily sedentary, involving prolonged sitting, computer use, telephone and office equipment operation, and standard office tasks. Requires visual acuity, hearing, and manual dexterity for reviewing documents, analyzing data, and completing administrative responsibilities. All work is performed in compliance with applicable State and Federal OSHA regulations, including hazard communication, personal protective equipment, and slip, trip, and fall prevention. WORKING CONDITIONS This position is primarily office-based, utilizing standard office equipment in a climate-controlled setting and adhering to applicable safety and ergonomic guidelines. The position functions in a fast-paced, collaborative, and public-facing municipal environment with frequent interaction with the public, staff, and representatives from outside organizations. Employees may regularly address complex service issues and complaints and may encounter individuals who are upset, frustrated, or dissatisfied. The position requires the ability to remain professional, exercise sound judgment, and apply conflict resolution techniques while resolving customer concerns. Work may involve competing priorities, frequent interruptions, and coordination with multiple departments to resolve service requests. #J-18808-Ljbffr