Customer Experience Representative

City of Englewood Career•Englewood, CO

2d•Onsite

About The Position

The Customer Experience Representative serves as a key part of the City of Englewood’s Customer Experience Program and is often the first point of contact for community members and the public. The role provides customer service in person, by phone, email, and other communication methods; gives directional assistance; answers questions; and enters customer information into the City’s Citizen Response platform when needed. The representative searches the platform’s knowledgebase, the City website, and other sources to provide accurate information, and performs mail distribution and other office tasks. The position also performs clerical work for passport services, including receiving and processing applications, reviewing documentation and eligibility, answering applicant questions, taking compliant digital passport photos, handling payments, and tracking mailed applications. The representative supports the City Clerk’s Office with records, administrative work, and Boards and Commissions support, and contributes suggestions for improving the Customer Experience Program. The position reports to the Deputy City Clerk II and has no direct reports.

Requirements

High school diploma or GED.
Customer service experience.
Valid driver’s license.
Obtain a Passport Acceptance Agent Certificate within three months if not already held.
Knowledge of customer service standards.
Knowledge of Microsoft Office products and standard office equipment, including copiers, computers, telephones, and printers.
Ability to multitask and work under pressure with minimal supervision.
Intermediate to advanced computer skills, including information searches, spreadsheet creation and updates, data entry, document and email composition, and independent troubleshooting of common computer issues.
Strong written and verbal communication skills.
Empathy toward customer concerns and questions.
Ability to work with staff across departments and with varied skills and abilities.
Advanced active listening skills.

Nice To Haves

A solid track record of providing top-notch customer service in a variety of settings.
An equivalent combination of education, training, and relevant job experience may be substituted.

Responsibilities

Greet community members and the public professionally in person, by phone, and through online methods.
Provide directions, answer general questions, and connect customers with appropriate City personnel or provide their contact information.
Search the Citizen Response (My Englewood) platform, the City website, and other resources to answer common questions and concerns.
Enter customer requests and related information into the City’s Citizen Response platform as needed; collect, organize, and review customer comment cards and track daily Civic Center visitors.
Accept payments for common City services and provide quality service and information internally and externally.
Process and distribute mail and packages, track postage, and run departmental reports.
Maintain positive working relationships with the public, coworkers, and City employees, and perform work in accordance with City policies and procedures.
Receive and maintain permanent records in accordance with legal retention policies on behalf of the City Clerk’s Office.
Collaborate with Public Works to maintain and distribute City vehicle keys.
Provide input on improvements to data-entry processes and procedures.
Receive and process U.S. passport applications; review forms, proof of citizenship, and controlled records; and assess eligibility under federal laws and U.S. Department of State policies.
Ask applicants for additional or clarifying information and answer questions about passport applications and related services.
Provide digital passport photos that meet U.S. Department of State requirements.
Collect, post, and balance passport application payments daily, and track mailed applications using USPS Click n Ship.
Work with the City Clerk to update frequently asked questions and periodically suggest Customer Experience Program improvements.
Assist with agendas, minutes, and meeting scheduling for Boards and Commissions as needed.
Assist the City Clerk’s Office with general office duties and projects, including filing, data entry, reports, website updates, document integration, and other administrative tasks.
Perform other duties as assigned and required.