Customer Experience Representative

Ultipro; Englewood (CO); On-site; USD 23,000 - 36,000; Part time

Job summary

City of Englewood seeks a part-time Customer Experience Assistant to greet the public, answer inquiries, and provide information via in-person, phone, and online channels. You will handle payments, route contacts, and support the City Clerk's Office with clerical tasks and passport processing.

Responsibilities include data entry, knowledgebase searches, and assisting with agendas and meetings. Strong Microsoft Office skills and empathy for residents are essential.

Qualifications

• Customer service experience in diverse settings.
• Ability to navigate government portals and databases.
• Accurate data entry and information retrieval.
• Proficient with Microsoft Office and general office equipment.

Responsibilities

• Greet community members in person, over the phone, and online with professionalism.
• Provide directional assistance and answer general questions.
• Search Citizen Response to find answers and provide information.
• Process passport applications with review of forms and citizenship proofs.
• Assist with agenda/minutes and office duties as needed.

Skills

Customer service

Multitasking

Active listening

Computer skills

Empathy

Office software

Education

High School diploma/GED

Driver's License

Tools

Citizen Response platform

Job description

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.