Customer Experience Representative

SUMMARY The City of Englewood strives to provide excellent customer service to members of the community and the public. The Customer Experience Assistant (CEA) serves as a critical part of the City of Englewood’s Customer Experience Program. They are often the first point of contact, providing direct customer service to community members and the public in person, over the phone, email, and other communication methods. The position provides directional assistance, answers phone calls, and enters information into the city’s Citizen Response platform on the customer’s behalf as necessary. The CEA will search the Citizen Response platform knowledgebase, city website and other sources to provide fast, effective, and accurate information, as well as mail processing/distribution, filing and other office-related tasks. This position also performs specialized clerical work offering passport services by processing and validating passport applications on behalf of the United States Department of State, while collaborating with other certified staff. The position assists staff with administrative tasks within the City Clerk’s Office. REPORTING RELATIONSHIPS Reports to: Deputy City Clerk II Direct Reports: None ESSENTIAL DUTIES & RESPONSIBILITIES The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary. Greet community members and thepublicwith professionalism in person, overthephone, and through a variety of online methods. Providedirectionalassistance,answergeneralquestions,andconnectorprovidescontactinformationforappropriate citypersonnel. Search the Citizen Response (My Englewood) platform for answers to common questions/concerns, the city website, and other resources. Ensures sufficient cross training of staff to meet the needs of the City Clerk’s Office. Accepts payments for common city services. Provides quality service and information, both internally and externally. Processesanddistributes mailandpackages,trackspostageandrunreportsfordepartments. Performs all work duties and activities in accordance with City policies and procedures. Establishesandmaintainspositiveworkingrelationshipswiththepublic,coworkersandotherCity employees using principles of exceptional customer service.TracksthenumberofvisitorstotheCivicCenterdaily. Collects,organizes,andreviewscustomercommentcards.Performsdatacollection andentryrelatedtocustomerrequests. EntersinformationintotheCity’sCitizenResponseplatformonthecustomer’sbehalfasnecessary. Receives and maintains permanent records according to legal retention policieson behalf of the City Clerk’s Office. Works in collaboration with Public Works to maintain and distribute City vehicle keys. Providesinputforimprovingexistingdataentryprocessesorprocedures. ReceivesandprocessesapplicationsforUnitedStatespassports.Processespassportapplications,includingreviewingforms,proofofcitizenship,andothercontrolledrecords.ReviewsinformationonapplicationstodetermineeligibilityaccordingtofederallawsandtheU.S. Department of State’s policies.Queriesapplicantstoobtainadditionalorclarifyingdata.Answers questions of individuals concerning passport applications and related services. ProvidesdigitalpassportphotoswhichmeettherequirementsoftheU.S.DepartmentofState. Collects, posts, and balances monetary transactions daily for Passport Applications. Ensures Passport Applicationsaredeliveredby tracking mailed packages via USPS Click n Ship. Assist with ProgramImprovements. Work with the City Clerk to update Frequently Asked Questions (FAQs) on a regular basis. PeriodicallyprovidesuggestedimprovementstotheCustomerExperienceProgramtotheCityClerk. Assistswiththeagenda,minutes,andschedulingofmeetingsforBoardsandCommissionsasneeded. Assist the City Clerk’s office with general office duties, tasks, and projects. Completescommonofficetaskssuchasfiling,dataentry,andproducingreports. Performs other duties as assigned andrequired. Other administrative duties as assigned by the City Clerk, including updates to the city website, document integration, and data entry. EDUCATION High School diploma or GED required.. RELATED WORK EXPERIENCE Customer service experience. Preference given to candidates with a solid track record of providing top-notch customer service in a variety of settings. LICENSES, REGISTRATIONS, or CERTIFICATIONS RequiredDriver’sLicense An equivalent combination of education, training and relevant job experience may be substituted. Passport Acceptance Agent Certificate must be obtained if not currently held within 3 months. KNOWLEDGE, SKILLS & ABILITIES Knowledge of customer service standards Microsoft Office suite of products Standard office equipment including copiers, computers, telephones and printers Must be able to multitask and work under pressure with minimal supervision. Intermediate to advanced computer skills in order to search for and find relevant information quickly and effectively, build and update spreadsheets, conduct data entry, compose documents and emails, and troubleshoot common computer issues independently. Superior written and verbal communication skills. Ability to be empathetic to all customer concerns and questions. Ability to work with staff from various departments, skills and abilities. Advanced active listening skills. PHYSICAL EXERTION Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. WORKING CONDITIONS Work is performed in a standard office environment, requiring sitting or standing for extended periods of time, as well as extended computer use and time on a phone. May involve occasional lifting of boxes and other materials weighing over 20 lbs. Shifts will be a minimum of four hours and will be scheduled according to business needs. The City Building is open Monday through Friday from 8:00 a.m. to 5:00 p.m. Encounters with hazardous conditions (including electrical currents, heavy equipment, fumes, bodily fluids, extreme temperatures, threatening behaviors, inadequate lighting, restricted movement, or intense noise) is: Limited (less than 1% of Time) Seldom (10%-25% of Time) Frequent (greater than 50% of Time) Infrequent (1-10% of Time) Moderate (26%-50% of Time) HOURLY PAY RANGE $17.47 - $26.21/Hourly Pay Rate This is a part time position. Shifts will be a minimum of four hours and will be scheduled according to business needs. The City Building is open Monday through Friday from 8:00 a.m. to 5:00 p.m. APPLICATION DEADLINE Open until filled. #J-18808-Ljbffr City of Englewood