Customer Experience Representative

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 bemodifiedwith additions, deletions, orchangesas 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 tocommon 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. Performsallworkduties andactivitiesinaccordancewithCitypoliciesandprocedures. Establishesandmaintainspositiveworkingrelationshipswiththepublic,coworkersandotherCity employees using principles of exceptional customer service.TracksthenumberofvisitorstotheCivicCenterdaily. Collects,organizes,andreviewscustomercommentcards.Performsdatacollection andentryrelatedtocustomerrequests. EntersinformationintotheCity'sCitizenResponseplatformonthecustomer'sbehalfasnecessary. Receives and m aintains permanent records according to legal retention policies on behalf of the City Clerk's Office . Works in collaboration with Public Works to maintain and distribute City vehicle keys. 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 Application s are delivered by 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. OtheradministrativedutiesasassignedbytheCityClerk,includingupdatestothecitywebsite,document integration, and data entry.

EDUCATION

HighSchooldiplomaor GED required. .

RELATED WORK EXPERIENCE

Customer service experience.Preference given to candidates with a solidtrackrecordof providing top-notch customer service in a variety of settings. LICENSES, REGISTRATIONS, or CERTIFICATIONS RequiredDriver'sLicense Passport Acceptance Agent Certificate must be obtained if not currently held within 3 months.

KNOWLEDGE, SKILLS & ABILITIES

Knowledgeofcustomerservicestandards Microsoft Office suite of productsStandardofficeequipmentincludingcopiers,computers,telephonesandprinters Mustbeableto multitaskandworkunderpressure withminimalsupervision. Intermediatetoadvancedcomputerskillsinordertosearchforandfindrelevantinformationquicklyand effectively, build and update spreadsheets, conduct data entry, compose documents and emails, and troubleshoot common computer issues independently. Ability to be empathetic to all customer concerns and questions.Abilitytoworkwithstafffromvariousdepartments,skillsandabilities. 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Ultipro