Customer Experience Representative

Description

 JOB RESPONSIBILITIES:  

Under the direction of the City Clerk/Customer Experience Director, this position supports the City’s citizen-centric customer experience model as a central resource for citizen communication and assistance.  The ideal candidate is passionate about helping citizens navigate city processes in ways that are fundamentally tied to our city's values. The Customer Experience Representative provides professional, responsive assistance by receiving, researching, resolving, and routing citizen inquiries, requests, and complaints.. This position serves as the City Hall receptionist and collaborates with multiple departments to coordinate solutions, improve communication, and ensure timely follow-up. The ideal candidate is service-oriented, organized, empathetic, and capable of independently managing daily administrative and operational responsibilities in a fast-paced public-facing environment.

ILLUSTRATIVE DUTIES:

· Greet and assist citizens, visitors, and employees in person, by phone, and electronically in a professional and courteous manner.

· Research issues and coordinate with various city departments to identify solutions and provide accurate information.

· Accurately receive, document, track, and respond to citizen concerns, questions, and service requests through multiple communication channels including phone, e-mail, the City app, and in-person interactions.

· Stay informed of current community issues, city initiatives, departmental operations, organizational updates, and local events to accurately answer questions, provide timely information, and effectively assist citizens.

· Provide information regarding city services, programs, policies, events, office locations and procedures. Routinely follows up with citizens on inquiries, complaints, and requests in process.

· Connect citizens with subject matter experts for technical questions. 

· Perform general administrative and clerical duties, including data entry, filing, scheduling, and mail distribution.

Perform all other duties as assigned.   

Requirements

 QUALIFICATIONS:

Associate’s Degree, Bachelor’s Degree, or High School Diploma with 3 years prior experience in one or more of the following areas:, customer service, hospitality management, public administration, or any combination of experience and training that demonstrate knowledge of the position.

PHYSICAL REQUIREMENTS:

Ability to accurately operate a computer keyboard, office equipment, copy machine, and calculators. Extensive reading and close vision work. Maintain a minimum lifting capacity of 30 lbs. and sustain the ability for repeated standing, sitting, bending, and stooping. Must be able to walk and climb stairs when necessary. Must maintain the physical requirements to successfully pass the Essential Job Function Test as required for the position.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ability to answer general questions about City Government operations and route calls, e-mails, and questions appropriately.

Ability to remain professional, patient, and solution-oriented during difficult or sensitive interactions.

Ability to multitask and prioritize in a fast-paced environment.

Excellent customer service and interpersonal communication skills.

Proficient in the use of Microsoft Office Suite and Microsoft Teams. 

Ability to learn and effectively utilize city software systems, including requisition entry software, the City’s mobile application, customer service platforms, and other programs necessary to support daily operations and citizen services.

Ability to communicate accurately and effectively, both orally and in writing.

Ability to work closely with other departments. 

Ability to work effectively with the public.

Ability to become a Notary Public within six months of employment.