Customer Service Specialist

Public & Customer Service

• Serve as a primary public-facing contact at City Hall and provide courteous accurate service to residents businesses elected officials staff and visitors.
• Manage incoming calls for City Hall and designated departmental lines.
• Respond to in-person phone and electronic inquiries and direct customers to the proper staff department or resource.
• Provide general information on City services municipal procedures elections licensing meetings and other public-facing processes. Assist staff and customers with basic navigation of online systems and procedures.
• Issue recycle center permits and passport photos and process related payments.
• Maintain professionalism accuracy and confidentiality in all interactions while balancing frequent interruptions and competing priorities.

• Provide clerical and administrative support for agendas notices meeting materials public postings records coordination licensing and elections.
• Assist with organizing scanning filing and managing electronic and physical records according to retention requirements.
• Acknowledge and route public records requests to appropriate staff for review and response in accordance with established procedures.
• Support the Common Council and boards committees and commissions with meeting preparation and documentation. Assist with tracking appointments vacancies and related documentation.
• Use municipal software systems related to elections licensing cashiering records management agendas and communication.
• Help update forms templates website content and public information materials.
• Provide clerical support for recurring processes shared administrative tasks seasonal workloads and multi-department operations.
• Assist with payroll support purchase card documentation accounts payable and other routine clerical processes for specifically assigned departments in accordance with established procedures and supervisory discretion.
• Coordinate communication and follow-up with staff departments vendors agencies and the public.
• Participate in cross-training to support continuity of operations.

• Support voter registration absentee voting and other election activities under the direction of Clerks Office staff.
• Enter and maintain voter and election information in WisVote MyVote and other systems.
• Assist with absentee ballot processing election preparation Election Day operations and election-night reporting and the processing organization proofing routing and maintenance of election forms absentee materials voter documentation and related election records in accordance with established procedures confidentiality requirements and chain-of-custody expectations.
• Process license and permit applications review submissions for completeness enter information into OpenGov and other designated systems and provide status updates in accordance with established procedures.
• Process payments for licenses permits and related fees.

• Receive and process applications payments correspondence and service requests.
• Accept and process payments for licenses permits citations passport photos miscellaneous municipal transactions and limited property tax collection support while maintaining cash drawer accuracy receipting balancing and reconciliation in accordance with established procedures.
• Provide general guidance on forms and procedures while routing specialized inquiries to appropriate departments.
• Coordinate City vehicle checkout and revaluation appointment scheduling.

• Scan upload organize index and maintain electronic and physical records in accordance with established procedures and records retention requirements.
• Prepare and distribute correspondence notices labels and mailings.
• Assist with incoming and outgoing mail postage machine operation and supplies.
• Support historical scanning and records clean-up projects.
• Performs related duties as assigned.

High School Diploma with two years of administrative clerical customer service or public-facing office experience; or any equivalent combination of training and experience which provides the following knowledge skills and abilities. Experience working in a municipal office Clerks Office public sector environment or high-interaction customer service environment preferred:

Knowledge of:

• General municipal government operations departmental functions and public service practices.
• Customer service principles and techniques applicable to a public-facing municipal environment.
• General office procedures clerical practices records handling procedures document organization methods and administrative support processes.
• Municipal support functions related to elections licensing public meetings records management cashiering and related Clerks Office operational processes.
• Public sector laws procedures and confidentiality requirements applicable to assigned duties including general familiarity with election laws licensing laws public records laws and open meetings laws.
• Cashiering receipting and transactional processing practices related to licenses permits property taxes citations and miscellaneous municipal payments.
• Microsoft Office Suite applications and municipal software systems utilized within the Clerks Office and front counter environment.
• Standard business English spelling grammar punctuation and professional correspondence practices.
• Modern office equipment communication systems and general administrative technology utilized within municipal office operations.

• Provide professional courteous and effective customer service to residents elected officials staff outside agencies business owners and the public in a highly interactive municipal environment.
• Work effectively both independently and collaboratively within a team-oriented environment while supporting shared operational responsibilities and public-facing municipal functions.
• Maintain accuracy organization responsiveness and attention to detail in processing records forms payments and correspondence while managing frequent interruptions competing priorities simultaneous customer interactions and changing operational demands.
• Prioritize tasks manage workload demands and adapt to seasonal operational cycles election periods licensing workflows and other recurring municipal processes.
• Learn utilize and adapt to specialized municipal software systems operational procedures administrative workflows and evolving departmental processes.
• Understand and follow established policies procedures records handling practices confidentiality requirements and operational workflows applicable to assigned duties.
• Exercise sound judgment in responding to public inquiries routing requests recognizing when issues should be escalated and maintaining appropriate professional boundaries.
• Maintain confidentiality and appropriately handle sensitive information records financial data and election-related materials.
• Establish and maintain effective working relationships with coworkers departments elected officials outside agencies and members of the public from varied cultural linguistic educational and socio-economic backgrounds using tact patience diplomacy and professionalism.
• Communicate clearly and effectively both verbally and in writing.

• Customer service public interaction front counter operations and maintaining effective working relationships with residents staff elected officials outside agencies business owners and the public.
• Organization prioritization multitasking and management of simultaneous operational demands interruptions customer interactions and competing deadlines while maintaining professionalism accuracy and attention to detail.
• Clerical processing data entry records support document organization cashiering correspondence preparation and related administrative support activities.
• Utilization of office technology municipal software systems communication platforms and administrative tools utilized within Clerks Office and front counter operations.
• Listening problem-solving critical thinking and communication while responding to public inquiries routing requests and supporting day-to-day municipal operations.
• Monitoring work for accuracy quality completeness confidentiality and compliance with established procedures and operational expectations.
• Exercising sound judgment adaptability professionalism and responsiveness within a highly interactive interruption-driven municipal environment.
• Supporting collaborative operational workflows and maintaining effective coordination across assigned municipal functions and departments.

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily performed in an office environment. The position requires sufficient hand-eye coordination to operate computers phones and standard office equipment. Specific vision abilities include close vision and the ability to adjust focus.
• While performing the duties of this position the employee frequently is required to communicate verbally hear use hands and fingers to operate office equipment and reach with hands and arms.
• The employee may occasionally be required to stand walk bend stoop kneel crouch climb or maintain balance while performing job duties.
• The employee must occasionally lift carry and move materials or equipment weighing up to 25 pounds.

The City of Sun Prairie is committed to advancing equity honoring our diverse identity and creating an inclusive culture. These serve as our guiding principles every day in all that we do. Keep us accountable to this mission and join us in this commitment to a thriving Sun Prairie as you live work and play. If you need an accommodation during the hiring process please contact Human Resources at or.