Customer Service Representative

Its a great time to join the City of Boulder!

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Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.

Job Description Summary:

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides customer service and administrative support to the public and department staff.

• Provides excellent service to internal and external customers.

• Listens to questions and concerns evaluates issues and possible solutions helps resolve problems when appropriate.

• Works with managers to address systematic problems and ensures staff members receive the necessary training and tools to conduct their duties effectively.

• Provides in-person customer support on point-of-sale programs or for other public inquiries.

• Responds to external customer communications including communications received on the departments main phone line and the citys Customer Relationship Management (CRM) system.

• Assists in developing methods for improving department services updating and reviewing department policies and procedures and special projects.

• Administers department programs and initiatives which may involve working with other city departments in developing and coordinating citywide programs.

• Provides administrative support for department-wide meetings which may include scheduling meetings communicating with department staff and coordinating logistics for the meeting.

• Produces and disseminates reports and tests accuracy of databases performing appropriate updates and revisions if/as necessary.

• Supports supply management and financial actions for the department.

• Orders department-wide supplies and coordinates supply inventory with the Customer Service Supervisor.

• Supports processing of payments received by the department through cash management and coordination of accounts receivable entries in the citys financial system.

• Supports purchasing activities for the department which may include payment of invoices from vendors and review of purchases made by department staff.

• Performs financial and other research. This may include data collection investigation analysis and development of a variety of reports.

• Serves and represents OSMP on a variety of initiatives including city-wide task forces or advisory groups as needed.

• Performs related duties as required to meet the needs of the city.

• Knows and complies with all city and department policies participating in professional trainings and development and adhering to attendance and workplace attire policies.

MINIMUM QUALIFICATIONS

• Ability to maintain a high degree of confidentiality.

• Ability to assume responsibility to prioritize and resolve problems to pay close attention to detail to coordinate tasks to completion to provide quality control maintain complex records and documentation to meet deadlines and to complete tasks while working under pressure.

• Ability to analyze complex problems develop and present recommendations and implement changes.

• Ability to generate and interpret reports.

• Ability to coordinate projects.

• Ability to function independently and to act as a team member.

• Ability to make routine decisions in accordance with regulations and departmental policies and procedures.

• Must successfully pass a background check before first day of work and maintain acceptable screening.

PREFERRED QUALIFICATIONS

• Skills at a strong level in interpersonal relations including experience demonstrating the ability to interact effectively and courteously with the public and/or staff from other agencies.

• Skills at an excellent level in editing proofreading and grammar.

• Skills in strong organization and effective and efficient time management skills.

• A minimum of one year of progressively responsible administrative project management or related experience.

• Experience performing office administration and financial support tasks or working directly for an executive preferably with municipal government functions and processes.

• Administrative or operations experience in a municipal setting.

• Must hold and maintain a valid drivers license.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or equivalent.

• Minimum two (2) years experience in an administrative role supporting internal and external customer service.

SUPERVISION

Supervision Received: Customer Operations Supervisor

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.

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

As part of the City of Boulders commitment to a future with equitable access to health prosperity and fulfillment that is not limited by a persons race ethnicity age gender ability religion sexuality or socioeconomic status it is the citys policy to provide equal employment opportunity (EEO) for all individuals. The city does not discriminate in employment opportunities or practices based on race color religion sex (including pregnancy gender identity and sexual orientation) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable federal state or local law or policy.