Customer Experience Representative

The City of Englewood strives to provide excellent customer service to members of the community and the general 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 general 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.

Reports to: City Clerk
Direct Reports: None

The CEA provides direct customer service; performs data collection and entry related to customer service; suggests customer service program improvements; and provides general office support. The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary.

Essential Duties & Responsibilities
Customer Service

Greet community members and the general public with professionalism in person, over the phone, and
through a variety of online methods.

Provide directional assistance, answer general questions, and connects or provides contact information for
appropriate city personnel.

Search the Citizen Response (My Englewood) platform for answers to common questions/concerns, the
city website, and other resources.

Passport Acceptance Agent

Receives and processes applications for United States passports.

Processes passport applications, including reviewing forms, proof of citizenship, and other controlled
records.

Reviews information on applications to determine eligibility according to federal laws and the U.S.
Department of State’s policies.

Queries applicants to obtain additional or clarifying data.

Answers questions of individuals concerning passport applications and related services.

Provides digital passport photos which meet the requirements of the U.S. Department of State.

Ensures sufficient cross training of staff to meet the needs of the City Clerk’s Office.

Responsible for accepting cash and other forms of payment, and for reconciling daily receipts.

Provides quality service and information, both internally and externally.

Maintains permanent records according to legal retention policies.

Provides input for improving existing data entry processes or procedures.

Collects, posts, and balances monetary transactions daily.

Performs all work duties and activities in accordance with City policies and procedures.

Establishes and maintains positive working relationships with the public, coworkers and other City employees using principles of exceptional customer service.

Data Entry and Collection

Tracks the number of visitors to the Civic Center daily.

Coordinates room reservations.

Collects, organizes, and reviews customer comment cards.

Collects data on common concerns and questions expressed by community members.

Accepts payments for common city services.

Performs data collection and entry related to customer requests.

Enters information into the city’s Citizen Response platform on the customer’s behalf as necessary.

Program Improvements

Work with the City Clerk to update Frequently Asked Questions (FAQs) on a regular basis.

Periodically provide suggested improvements to the Customer Experience Program to the City Clerk.

General Office Support
Processes and distributes mail and packages, tracks postage and run reports for departments.

Assists with the agenda, minutes, and scheduling of meetings for Boards and Commissions as needed.

Assist the City Clerk’s office with general office duties, tasks, and projects.

Completes common office tasks such as filing, data entry, and producing reports.

Performs other duties as assigned and required.

Other administrative duties as assigned by the City Clerk, including updates to the city website, document integration, and data entry.

Education: High School diploma or similar, Bachelors preferred.

Work Experience: Customer service experience. Preference given to candidates with a solid track record of providing top-notch customer service in a variety of settings.

Certifications and/or Licensures: None

Required Driver’s License: None

An equivalent combination of education, training and relevant job experience may be substituted.

Due to U.S. Department of State requirements, US citizenship and the ability to obtain and maintain any required security clearance is required. This includes the ability to successfully complete a CGI Background Investigation to include: 50 State Criminal, Education and Employment checks; additionally, the ability to successfully complete a Credit and/or Driving Records check may be conducted.

Knowledge of customer service standards

Microsoft Office suite of products

Standard office equipment including copiers, computers, telephones and printers

Skills and Abilities

Must be able to multitask and work under pressure with minimal supervision.

Intermediate to advanced computer skills in order to search for and find relevant information quickly and effectively, build and update spreadsheets, conduct data entry, compose documents and emails, and troubleshoot common computer issues independently.

Superior written and verbal communication skills.

Ability to be empathetic to all customer concerns and questions.

Ability to work with staff from various departments, skills and abilities.

Advanced active listening skills.

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 4 hours per day Monday - Friday, with flexibility and opportunity to work additional shifts.

$17.47 - $26.21/Hourly

Anticipated Starting Rate: $21.48/hour

Thursday, February 29th, 2024