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 the public with professionalism in person, over the phone, and through a variety of online methods.


• Provide directional assistance, answer general questions, and connect or provides contact information for appropriate city personnel.


• 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.


• Processes and distributes mail and packages, tracks postage and run reports for departments.


• Performs all work duties and activities in accordance with City policies and procedures. 


• Establishes and maintains positive working relationships with the public, coworkers and other City employees using principles of exceptional customer service. Tracks the number of visitors to the Civic Center daily.


• Collects, organizes, and reviews customer comment cards. Performs data collection and entry related to customer requests.


• Enters information into the City’s Citizen Response platform on the customer’s behalf as necessary.


• Receives and maintains 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.


• Provides input for improving existing data entry processes or procedures.


• Receives and processes applications for United States passports. Processes passport applications, including reviewing forms, proof of citizenship, and other controlled records. Reviews information on applications to determine eligibility according to federal laws and the U.S. Department of State’s policies. Queries applicants to obtain additional or clarifying data. Answers questions of individuals concerning passport applications and related services.


• Provides digital passport photos which meet the requirements of the U.S. Department of State.


• Collects, posts, and balances monetary transactions daily for Passport Applications.


• Ensures Passport Applications are delivered by tracking mailed packages via USPS Click n Ship.


• Assist with Program Improvements. Work with the City Clerk to update Frequently Asked Questions (FAQs) on a regular basis. Periodically provide suggested improvements to the Customer Experience Program to the City Clerk.


• Assists with the agenda, minutes, and scheduling of meetings for Boards and Commissions as needed. Assist the City Clerk’s office with general office duties, tasks, and projects. Completes common office tasks such as filing, data entry, and producing reports. Performs other duties as assigned and required.


• 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

• Required Driver’s License

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:

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.