Customer Service Specialist II - Housing and Community Development

Customer Service Specialist II - Housing and Community Development

Location

Skyline Center, 929 N. Front Street, NC

Job Type

Full Time-Regular

Job Number

FY27-00010

Department

Community Building

Opening Date

07/17/2026

Closing Date

7/24/2026 11:59 PM Eastern

Post-Offer Required Pre-Employment Screenings

Driving History Check

Criminal History Check

Drug Screen

Approved Hiring Salary/Range

$24.16 - $30.81

Full Salary Range

$24.16 - $37.45

Working Hours

Scheduled hours are M-F 8 am-5pm, On occasion, may require working nights and weekends.

• Description
• Benefits
• Questions

The City of Wilmington is an Equal Opportunity Employer.

Position Description

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, youll 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.

Typical Tasks

• 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.*

Qualifications

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

Supplemental Information

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.

Our Core Values:

INCLUSION | COLLABORATION | CREATIVITY | ACCOUNTABILITY

Our Mission Statement: Through forward-thinking policies and responsible stewardship, we are creating a better city every day with excellent core services and quality of life for all.

What we offer:

The City of Wilmington believes that employees are one of our most important resources. We offer an excellent salary and competitive benefits package to serve the needs of our employees and their families. Our benefits package includes:

• Comprehensive medical, dental, and vision insurance + many other insurance options
• Excellent retirement benefits, including a city provided 4.5% contribution each pay period into a 401(k) account and automatic enrollment into the North Carolina Local Government Employees' Retirement System
• Employer-paid health & wellness clinic
• Free on-site city gym access
• Paid sick and vacation leave + 13 paid holidays per year
• 6-weeks paid parental leave
• Paid volunteer & blood donation leave to give back to our community
• Flex schedule and telework availability, depending on your position
• Professional development trainings & leadership initiatives
• Tuition assistance benefits

Applicant Status Updates: After the closing date for this position, applications will be screened by Human Resources. Applicants who meet the minimum and/or preferred qualifications will be referred over to the hiring department. All updates regarding an application can be viewed through your applicant portal.

Health Benefits are offered to employees working at least 30 hours per week.

Health Insurance - The City offers two options for health coverage: a standard PPO plan and a High Deductible Health Plan with an associated Health Savings Account. Coverage becomes effective the first day of the month following hire for employees and their eligible dependents. Both you and the City contribute to the overall cost of coverage.

Dental Insurance - Coverage becomes effective the first day of the month following hire. Employees, their spouse and dependent children are eligible for coverage.

Life Insurance - The city pays to provide coverage valued at one times your annual salary. Supplemental insurance is available for employees to purchase. Optional coverage for dependents is also available for purchase.

Retirement:

• NC Local Government Retirement System - All benefits eligible employees make a mandatory 6% contribution every pay period.
• Deferred Compensation - The city contributes an amount equal to 4.5% of the annual salary to a 401(k) plan regardless of employee contribution. Employees may choose to contribute additional money to the 401(k) or 457 deferred compensation plans, without a match from the City, within the IRS guidelines.

Paid Leave (offered to employees working at least 1,000 hours annually*):

• Sick Leave - 12 days accrued each year
• Annual Leave - Accrual based on years of service and classification. Employees can earn from 10 to 24 days each year.
• Holidays - 13 paid holidays annually
• Paid Parental Leave - Six weeks of paid leave for the birth, adoption or placement of a child (must run concurrently with FMLA).
• Part-Time Employees will earn paid leave benefits on a pro-rated basis.

Miscellaneous:

• Tuition reimbursement
• Employee Assistance Program
• Short & Long Term Disability
• Cancer & Critical Illness
• Accident Insurance
• Whole Life Insurance
• Credit Union membership

Note: The City of Wilmington is on a bi-weekly pay cycle. New employees should expect to recieve their first paycheck approximately 3 weeks after their start date.

This is intended to be a brief overview of the benefits offered. Please visit our website at https://www.wilmingtonnc.gov/Government/Departments-Divisions/Human-Resources/Benefits for more information.

01

Please acknowledge that you agree to fully complete all required sections of the application, including work experience, education, and the supplemental questionnaire; and that your responses are truthful and complete and can be verified within your application. Entering "N/A or "See Resume/Application" does not qualify as an acceptable response.

• Yes

02

Which best describes your highest level of education?

• High School Diploma or GED
• Vocational/Technical Training or Certificate
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate Degree
• None - N/A

03

How many years of experience do you have in contract management, customer service, administration, or a related field?

• I have no experience
• less than 1 year
• 1 year to less than 2 years
• 2 years to less than 4 years
• 4 years to less than 8 years
• 8 years to less than 10 years
• 10 years or more

04

Please identify the company/agency/organization where you gained the experience described in question #3. Note: These employers must be listed in the work history section on your employment application to receive credit. Entering "N/A or "See Resume/Application" does not qualify as an acceptable response.

05

Are you currently a NC notary public or are you willing to obtain within 6 months of hire?

• Yes
• No, but I acknowledge that I must obtain within 6 months of hire

06

Provide a brief description of your experience supporting community development, housing programs, or any other related work.

07

Do you have a valid US Drivers License?

• Yes
• No

08

Please acknowledge you understand that if hired, the scheduled hours are Monday - Friday 8am - 5pm, with occasional nights and weekends.

• Yes

09

The hiring salary for the position is posted on the job posting. Salary determination is supported by budget availability and qualifications of the candidate to maintain internal equity. Please acknowledge that you understand this process.

• Yes

Required Question

Employer City of Wilmington

Address PO Box 1810

929 N. Front Street, 11th Floor

Wilmington, North Carolina, 28401

Phone 910-341-7840

Website http://www.wilmingtonnc.gov/jobs