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Job Description:

CUSTOMER SERVICE COORDINATOR (HUB)

ESSENTIAL DUTIES AND RESPONSIBILITIES

HUB Services Center Front DeskSupport:

• Creates a welcoming and helpful environment for all customers visiting the HUB Services Center.

• Triages walk-in customer questions or needs by asking clarifying questions utilizing available resources and demonstrating basic knowledge of the operations and services provided by P&DS.

• Performs customer support tasks to assist in daily operations of the HUB Service Center. This includes but is not limited to the following:

• • Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal including assisting customer with:

  • CSS registration issues and general understanding of how to navigate the portal.

  • How to locate permits and/or understand the status of the permit

  • How to see comments related to permits or inspections

  • Stocks tidies and cleans computer and resource area regularly after each customer

  • Operates office equipment including typing editing formatting copying and printing documents. Modifies and/or composes brief written materials including editing proofreading and correcting grammar.

• Collaborates with the Service Operations team to ensure service standards are being met and customers are being served efficiently and effectively.

• • Supports the Service Operations team to maintain permit operations as requested.

• Performs administrative tasks in support of daily operations of the division or department. This includes but is not limited to the following:

• • Responds to and archives permit-related emails

  • Performs meter releases daily to Xcel

  • Performs office equipment maintenance and oversees service requests

  • Remains aware of issues requiring special attention in response to City directives; follows up with appropriate staff to assure that issues are addressed in a timely manner.

• Often under direct supervision prepares information summaries from various sources. Performs calculations to develop trends breakdowns and other comparisons.

• • Surveys other municipalities and compiles comparative data.

  • Organizes and maintains records required for reporting performance measures and related activities.

  • Take proper safety precautions to prevent accidents. Responsible for the safety of self others materials and equipment. Uses all required safety equipment and follows all safety regulations policies and procedures. Reports all accidents and damage to city property.

  • Knows and complies with all city and department policies; participates in professional training and development; and adheres to attendance and workplace attire policies.

Planning & Development Services - Main Phone Line-1880:

• Triages customer questions or needs by asking clarifying questions utilizing available resources and demonstrating basic knowledge of the operations and services provided by P&DS.

• Assists citizens with simple questions and route all other calls to Inquire Boulder or staff as appropriate.

• Assigns Inquire Boulder tickets accordingly

• Collaborates with the Service Operations team to ensure that business standards are met and that customers are served efficiently and effectively

• Utilizes available resources (training binder/share drive website code references subject matter experts) and collaborates with colleagues across the department

• Sorts and distributes mail

• Processes checks received in the mail for various invoice and case types and performs cashier payments for customers following procedures set by Finance department business processes ensuring accuracy and consistency.

• Responds to contractor inquires on permit cases

• Enter contractor information on permit cases in EnerGov and updates licenses as needed for customers waiting for a permit.

• Routes contractor inquires and information to the appropriate staff

Supports

Customer Service

Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers staff and the public. Resolves problems answers technical program questions and provides general information. This may include the following:

• Models effective and efficient communication and customer service with the public and city staff by following the P&DS Customer Interaction and Communication Guidelines and the citywide Customer Experience Principles.

• Monitors departmental goals/work plans and prepares status reports and updates.

• Acts as departmental contact to other departments for coordination and resolution of administrative issues.

• Prepares or oversees the preparation of other written reports materials and correspondence including the development and maintenance of spreadsheets and databases for tracking projects programs etc.

• Maintains current knowledge of automated and other systems and strategies to ensure proficiency in evolving business processes and technology. Trains in new technologies in areas of responsibility. Investigates and suggests opportunities to enhance knowledge and expertise.

CSS Customer Support:

• Performs customer support tasks to assist in daily operations of the division or department. This includes but is not limited to the following:

• Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal including assisting customer with:

• CSS registration issues and general understanding of how to navigate the portal

• How to locate permits and/or understand the status of the permit

• How to see comments related to permits or inspections

• Resolution of customer contact and email related issues

• Any additional CSS related issues or questions

EnerGov Contact Management - Manages and merges all global contacts in EnerGov.

• Avoid Duplicate ContactsIf duplicate contacts are created the company cannot see all its cases in CSS unless it registers each contact in CSS and associates that contact with each case. Always search contacts first before creating a new contact. Place a broad search criterion in the company or last name field. Review all displayed contacts. Then merge customers with a new or existing case.

• Create a New Contact - When it is confirmed that the contact is not already in Global Contact the next step is to create a new contact. This involves selecting the Billing/Mailing address type when creating a Contact or adding an address to an existing contact. This is crucial for reports to select the correct mailing address.

• Merges and Making Changes to Existing Contact - Any modification to contact information changes it on the contact and all associated cases. The history screen shows the chronological change to the contact. When the name is changed all invoices and cases show the new name not the old name.

P&DSs Documentations - Forms and Data maintenance.

• Performs ongoing maintenance of departmental form updates. Maintains records and archives of supplemental documentation required for online applications and provides oversight of record-keeping processes for departmental forms and applications.

• Partners with Communications and Engagement and IT departments to ensure form accessibility standards are met.

Inspections Support:

• Provides inspection support processes data and supports the followingareas of permitting:Supports inspection processes and collaborates with inspectors and the inspection supervisor.

• Position involves explaining and interpreting inspections to customers and addressing permit inquiries.

• The role also includes providing data on inspection assistance analyzing information processing data and supporting various permitting areas. Additionally it involves collaborating with inspectors and inspection supervisors to support inspection processes.

• Responds to customer phone calls on the inspection line by the end of the business day assisting in scheduling inspections and encouraging the customer to utilize the CSS online inspection scheduling system.

• Performs daily meter releases taking information from inspectors and releasing meter information to Xcel the same day.

• Communicates/collaborates with inspectors and inspection supervisor daily

Microsoft Bookings - Appointment Process Administration

Oversees the Planning and Development Services appointment process to ensure that business practices are effective and provide a high level of service to customers. This includes but is not limited to the following:

• Ensures the Microsoft Bookings software is working efficiently and effectively

• • Reviews appts scheduled every day

  • Ensures schedule accuracy

  • Confirms assignment with the appropriate personnel

  • Confirms customer information

  • Communicates proactively with customers and in a timely manner

• Serves as the subject matter expert for the Microsoft Bookings software and appointment process

• Triages incoming appointment requests through the Microsoft Bookings program and ensures adequate number of appointments are available

• Escalates customer issues related to the use of Microsoft Bookings

Customer Response Management (CRM) (Inquire Boulder): Customer Interaction Administration

• Looks for patterns and themes to develop self-help tools or process improvements.

• Identifies tickets that are not assigned correctly.

• Identifies training opportunities for staff

• Ensures tickets are being responded to in a timely manner and escalates accordingly.

• Documents system configuration changes.

• Researches records and gathers information from a variety of reports and sources and develops metrics and a reporting strategy to inform leadership decisions.

• Surveys other municipalities and compiles comparative data.

• Organizes and maintains records required for reporting performance measures and related activities.

• Compiles and prepares information or special reports in response to customer departmental or other requests.

MINIMUM QUALIFICATIONS

• Ability to demonstrate good organizational and math skills.

• Ability to develop and maintain accurate filing systems.

• Ability to work in an office meet deadlines and work individually or on a team.

• Ability to work independently with minimal supervision; to prioritize and resolve problems; and to complete tasks while working under pressure in a fast-paced environment.

• Ability to work with confidential information.

• Ability interest and desire to communicate courteously and effectively with the public and city staff and to provide excellent customer service both in person and over the telephone; must be courteous patient and personable when working with the public.

• Knowledge of and proficient in Microsoft Office with database and spreadsheet software.

• Skill in and accurate typing speed of 50-60 wpm.

• Skill in data entry proofreading and editing including excellent grammar punctuation and spelling skills.

• Valid Drivers License and ability to maintain an acceptable motor vehicle record.

• Have and maintain acceptable background information including criminal conviction history.

PREFERRED QUALIFICATIONS

• Ability to communicate fluently in English and Spanish.

• Knowledge of and experience using Adobe products Microsoft Bookings and/or Tyler Technology products.

• Knowledge of and experience with municipal government building permitting functions codes and processes.

• Government experience.

REQUIRED EDUCATION AND EXPERIENCE

• Associates degree; or equivalent of four (4) years of progressively responsible related experience may substitute for the education requirement only.

• One (1) years of progressively responsible experience.

SUPERVISION

Supervision Received: Service Operations Manager

Supervision Exercised: None

WORKING CONDITIONS AND REQUIREMENTS

• Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation that permits the employee to review evaluate and prepare a variety of written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting. Work may include extended periods of time viewing a computer video monitor and/or operating a keyboard. Ability to work under stress from demanding deadlines public contact and changing priorities and conditions.

• Work Environment: Works primarily in a clean comfortable environment. Works in a setting subject to continuous interruptions and background noises. Uses time effectively/efficiently; values time; concentrates efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process. Can marshal resources (people funding material support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Hybrid work environment part-time on-site in city facilities part-time from home if desired. Full on-site work is also available.

• Machines and Equipment Used: Frequently uses standard office equipment including personal computers telephones calculators and copy/fax machines.

Additional Job Description:

Last updated: October 2024

The City of Boulder is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected statute. For individuals with disabilities who would like to request an accommodation please send a request to