PUBLIC INFORMATION ASSOCIATE

Job Title

Under the supervision of the Customer Care Team Leader, provides information, resolves issues and provides assistance to customers by answering incoming City phone calls, provides online program and event information to walk in customers, provides information to internet customers via online chat through the City's website, and through phone, electronic and in-person communications distributes bulletins, pamphlets, and other informational materials designed to acquaint the general public with City events, functions, programs, policies, and procedures.

Essential duties and responsibilities include:

• Provides information to the public in person, electronically and over the phone; hands out information pamphlets; provides information and assistance over the loud speaker; maintains a lost and found; performs other related duties as required.

Requirements include:

• One (1) year of experience in work involving the collection, analysis, and dissemination of information in the field of news media and/or public relations, publicity, and/or advertising. Experience in a call center or with electronic media preferred.
• Knowledge of customer service and customer needs; empathy for customers; rules, regulations, policies, procedures, programs, and methods of the City and their application to specific cases after a period of training; modern public information and advertising techniques and devices; the internal and external sources from which significant information may be obtained.
• Ability to positively resolve customer issues; utilize automated information systems to analyze situation and provide outcome in the best interest of the City and Customer; promote cooperation the aims of the department; suggest improvements to City communications tools; utilize available media for the dissemination of news and information; maintain essential records and files; learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units; read, write, speak, understand or communicate in English sufficiently to perform the duties of the position.

Tools and equipment used include:

• Computer, internet, instant messaging, speaker system, office equipment.

Physical demands include:

• Have a pleasant friendly style
• Continuously stand and reach with hands and arms; frequently talk and hear; and occasionally sit, use hands to finger, handle, or feel, and lift up to 10 lbs.
• Specific vision requirements: Close.

Work environment includes:

• Continuously work in inside office conditions.