HEAD CLERK

HEAD CLERK
PUBLIC WORKS AND PARKS
CITY OF WORCESTER
The City of Worcester is seeking qualified applicants for the position of Head Clerk for the Public Works and Parks Department. Under the direction of the Staff Assistant at Hope Cemetery. This is a high-volume customer service position at Hope Cemetery. Work involves providing exemplary customer support primarily by answering calls at Hope Cemetery, and will include providing customer service through email communications, and walk-in requests. Customer service calls are monitored for call quality, frequency, consistency. Due to emergencies and weather -related events, overtime is often asked of this position and the ability to work overtime is important to the operation of the cemetery. The position may also work within the Parks Administrative Office.
Bilingual applicants are encouraged to apply.
ESSENTIAL ELEMENTS:
Schedule and assign tasks to subordinate clerks and reviews their work for accuracy and completeness
Supervise the collection and compilation of complex statistical data from variety of source materials
Respond to citizen complaints, including the explanation of division policies and regulations to other City employees and public, and refers complaints to the proper authority
Receive calls from the public on Cemetery Customer Service Work Orders and works with Customer Services and related staff on managing the requests
May receive calls from the public on Parks Customer Service Work Orders and works with Customer Services and related staff on managing the requests
May receive calls from the public on Forestry Customer Service Work Orders and works with Customer Services and related staff on managing the requests
Receive calls from the public on general Cemetery related issues and distributes as necessary
May receive calls and park permit applications from the public and inputs them into the permit software system
Review general division email accounts and forwards emails to staff responsible for the work
Assist and covers Parks Office when staff are out or need assistance working with Customer Requests and calls
Develop Customer Service System Reports for cemetery and work with staff on closing out
Complete Customer Service work order closeouts
Send Law Department Customer Service work orders for Insurance claims
Assist in the development of tracking documents for Customer Related requests for Division staff
Complete document filing during slow periods
Train employees in proper clerical procedures and division policies
Operate standard office machines and appliances incidental to clerical assignments
Establish complex cross reference files and file categories and designates obsolete material to be removed form files
Typing, filing, ordering office supplies, genealogy requests
Attend board meetings
Process and review financial cemetery reports

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge and experience using Microsoft Office 365
Knowledge of basic accounting practices
Excellent verbal and written communication skills
Ability to multi-task in a fast-paced work environment
Ability to work independently and as part of a team
Ability to learn information quickly
Ability to keep personal records & time sheets
Ability to establish and maintain effective working relationships with employees and the public
Ability to express oneself clearly and concisely, orally and in writing

MINIMUM REQUIREMENTS:
High School Diploma or GED
Customer Service or Call Center Experience in a fast-paced environment
Computer proficiency including Microsoft Office Suite
Excellent communication skills

PREFERRED QUALIFICATIONS:
Associate Degree in Accounting, Business, Communication or other related field or:,

o additional higher educational degree or certificate
Two (2) years of Customer Service or Call Center Experience in a fast-paced environment
Three (3) years of Municipal accounting experience
Prior experience in the Municipal setting
One year of experience working in a Cemetery
Experience communicating and working with populations diverse in language, socio-economic status, race/ethnicity and/or cultural backgrounds

SALARY RANGE: $24.29 - $29.30 hourly, full-time, with an excellent benefits package
To apply, please visit: or send resume and cover letter on or before FRIDAY, MAY 17, 2024 , to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, .