City Services Technician

City of Sioux Falls; Sioux Falls (SD); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

12 paid holidays + personal leave

Vacation accrual and sick leave

Job summary

City of Sioux Falls Parks and Recreation seeks a friendly, energetic professional to lead customer experiences in a full-time office role at the City Center. You will handle inquiries, reservations, billing, invoicing, and related support, acting as a primary contact for various services.

Ideal candidates bring strong communication, a positive attitude, and a commitment to community service, with experience in municipal clerical or customer-service operations.

Qualifications

• Graduation from high school or GED with at least five years of municipal, clerical, administrative support, and/or customer service experience; or an equivalent combination of education and training acceptable to the hiring authority.

Responsibilities

• Research and respond to citizen inquiries, including billing and payments, and provide directions to service locations.
• Provide exceptional customer service via in-person, email, web, and phone interactions; access records in software to assist customers.
• Assist customers with applications, reservations, online accounts, and related needs; ensure requests are completed.
• Process duties such as applications, service requests, and payments; review information and resolve city service charge issues.
• Enter service requests and communicate progress to field personnel; dispatch and track status.

Skills

Customer service

Clerical tasks

Administrative support

Communication skills

Education

High School Diploma or GED

Job description

Job Summary

Parks and Recreation is looking for a friendly, energetic and motivated individual to help lead customer experiences. This full-time office setting role, located at the City Center, will serve as a primary point of customer contact for various Parks and Recreation services. Technical and clerical support work includes customer inquiries, leading facility reservations, billing, invoicing, and more.

Parks and Recreation is looking for a friendly, energetic and motivated individual to help lead customer experiences. This full-time office setting role, located at the City Center, will serve as a primary point of customer contact for various Parks and Recreation services. Technical and clerical support work includes customer inquiries, leading facility reservations, billing, invoicing, and more.

Join Sioux Falls Parks and Recreation’s nationally accredited team, known for delivering excellence in its facilities, services, and experiences. Ideal candidates should have experience with strong internal and external communication, a positive attitude, and a desire to collaborate and serve the community.

Job Responsibilities

• Research and respond to citizen and customer inquiries including billing, payments, and collections. Provide directions to service locations and/or proper personnel to address specific customer needs.
• Provide exceptional internal and external customer service through face-to-face, email, web-based, and telephone interaction. Access appropriate records through proprietary software applications to accurately serve the customer. Follow up to ensure customer needs are handled in a timely and efficient manner.
• Assist customer in completing applications, reservations, online account information, or other needs. Ensure customer questions have been answered and requests have been completed.
• Accept and process duties including, but not limited to, the following: applications, service requests, and payments. Review information and resolve issues for all types of City service charges related to utilities, parking, parks and recreation, licensing, permits, and code violations. Refer complex- and system-related issues to appropriate personnel for resolution.
• Enter service requests into work order or service portals. Accept inspection or service request, dispatch service personnel, track progress, and communicate to all parties on progress and completion where applicable. Communicate directions or service updated to field personnel.
• Enter, verify, and maintain data in various software applications. Use appropriate software workflow applications to manage and share information. Maintain user account information following standard formats; complete and distribute standard software reports as assigned.
• May direct work and assist in the training of subordinate support staff.
• Provide support services by preparing meeting accommodations and materials, assisting with correspondence and presentations, routing of documents, scheduling, maintaining records, and supply levels. Create, complete, and process forms, statistical records, reports, and other nonproduction material unique to the department.
• Assist in developing response scripts and work flowcharts that outline consistent and standard responses, including call escalation process and appropriate contacts for professional assistance in order to serve the customer in a timely manner.
• Assist customers and City employees in finding answers to a variety of services and functions, including following up on policies and/or procedures, completion of forms and data entry, and adherence to workflows. Direct customers and employees to the appropriate department personnel.
• Prepare meeting accommodations and materials, post notices/agendas and minutes, and assist with correspondence and presentations. Route documents, mail, and other materials; maintain records and supply levels for assigned area.
• Support internal customer service activities as assigned including but not limited to processing travel requests, processing and allocating payments; entering invoices, receiving, distributing, filing, and retrieving departmental mail and other records and reports; and run copies of records, reports, and other materials.
• Perform other such duties and functions as are necessary or incidental to the proper performance of this position.

Note: Depending on assigned location, task frequency and assignments may differ. Some task assignments may span multiple department service objectives across multiple platforms in order to serve customers.

Minimum Qualifications

Graduation from high school or GED certification with a minimum of five (5) years of experience in municipal, clerical, administrative support, and/or customer service work; or any such combination of education, experience, and training as may be acceptable to the hiring authority.

Supplemental Information

• Ability to organize, plan, and prioritize work.
• Ability to take initiative and work under minimal supervision.
• Ability to provide exceptional customer service.
• Ability to apply best practices of customer service related to financial and technology practices and principles.
• Ability to draft, proof, and construct professional documents and correspondence.
• Knowledge of and skill in using technology and related software systems.
• Ability to effectively communicate orally, interpersonally, and in writing to employees, officials, customers, and citizens.
• Ability to establish and maintain effective working relationships and promote a good public image.
• Ability to pay close attention to detail.
• Ability to make situational judgments when dealing with employees and the public.
• Knowledge of the practices of municipal government.
• Ability to understand basic accounting.
• Ability to maintain administrative fiscal and general records.
• Prepare clear and concise reports.
• Ability to maintain confidentiality and integrity of the City and assigned department.

The City of Sioux Falls takes pride in being an Employer of Choice including our Culture, Values, and Compensation and Benefits.

• Competitive salary with other public and industry positions, including step advancements.
• The City participates in the South Dakota Retirement System. Employees receive a 6% match. Additionally, employees may choose to enroll in a Deferred Compensation Plan.
• Health, Dental, and Vision Insurance: Competitive rates for single, 2-party, and family.
• 11 paid holidays and 2 personal leave days each calendar year.
• New employees are granted 40 hours of vacation at time of hire and accrue an additional 2 weeks in their first year.
• Sick leave accrues over 96 hours per year.
• The City of Sioux Falls is an eligible employer for the Public Service Loan Forgiveness program.