Customer Care Specialist

City Hall Customer Care Specialist

The City Hall Customer Care Specialist will serve as the first point of contact for visitors, residents and stakeholders. This role has a primary responsibility of ensuring exceptional customer service experiences for all individuals interacting with the City of Midland and City Hall. This individual will be tasked with taking ownership of customer service and plays a crucial role in creating a positive impression of the City of Midland and City Hall, enhancing the overall experience for visitors and residents alike. This role directly supports the City of Midland's strategic goal of Transparent and Consistent Communication by providing courteous, accurate, and timely information to the public; facilitating effective two-way communication between citizens and City departments; and ensuring every interaction reflects the City's commitment to openness, accessibility, and quality service. This role also answers the multi-line switchboard, answers questions, and transfers calls to the appropriate department.

Strategic Alignment: This position advances the City of Midland's strategic goal of Transparent and Consistent Communication by ensuring residents and visitors receive timely, clear, and professional guidance that strengthens community trust and engagement

Essential Job Duties

Greet visitors warmly and assist them in a courteous and professional manner. Answer incoming calls and respond to inquiries confidently, promptly, and courteously. Direct visitors and callers to the appropriate department or personnel based on their needs. Handle inquiries and complaints efficiently, escalating issues when necessary. Serve as a direct administrator of the city's 3-1-1 program, SeeClickFix, ensuring that customer reports are handled in a timely manner and responded to by various staff members accordingly. Serve as a direct administrator of the city's website Chatbot, AskJacky, to help customers and citizens navigate the City Website more efficiently. Collaborate with other departments to ensure seamless communication and coordination. Take ownership of customer service by actively seeking feedback and implementing improvements. Follow established procedures and guidelines to ensure efficient operation of the reception area. Stay self-informed about City services, programs, and events to provide accurate and timely information to visitors and callers. Assist other departments with clerical tasks and projects as requested and approved by supervisors. Uphold confidentiality and handle sensitive information with discretion. Maintain a clean and organized reception area.

Physical and Environmental Conditions

Ability to sit, stand, and move about a building. Must be able to lift 50lbs above the waist. Required Qualifications High school diploma or equivalent.

Required Qualifications

Strong customer service orientation with a Proactive approach to solving problems Ability to multitask in a fast-paced environment Previous experience in customer service or an administrative support role is required. Excellent communication and interpersonal skills. Professional demeanor and positive attitude. Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Strong organizational skills and attention to detail. Ability to maintain composure and professionalism under pressure. Familiarity with city government operations, services, and procedures is a plus. Bilingual preferred