Customer Experience Representative

City of Englewood Colorado•Englewood, CO

7h•$17 - $26

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; offers 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 processing, filing, and other office tasks. The position also performs specialized clerical work for passport services, including processing and validating applications on behalf of the U.S. Department of State, and collaborates with other certified staff. The representative assists with administrative work in the City Clerk’s Office, including records, meetings, office tasks, and program improvements. Work is performed in a standard office environment and involves extended periods of sitting or standing, computer use, and telephone use.

Requirements

High school diploma or GED.
Customer service experience.
Required 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 searching for information, building and updating spreadsheets, data entry, composing documents and emails, and troubleshooting common computer issues independently.
Strong written and verbal communication skills.
Ability to respond empathetically to 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 strong track record of providing high-quality customer service in a variety of settings.
An equivalent combination of education, training, and relevant job experience may be substituted for stated qualifications.

Responsibilities

Greet community members and the public professionally in person, by phone, and through online methods.
Provide directional assistance, answer general questions, and connect people with appropriate City personnel or provide their contact information.
Search the Citizen Response platform, City website, and other resources for answers to common questions and concerns.
Support cross-training of staff to meet the needs of the City Clerk’s Office.
Accept payments for common City services.
Provide quality service and information to internal and external customers.
Process and distribute mail and packages, track postage, and run reports for departments.
Perform duties in accordance with City policies and procedures.
Maintain positive working relationships with the public, coworkers, and other City employees; track daily Civic Center visitor counts.
Collect, organize, and review customer comment cards, and collect and enter data related to customer requests.
Enter information into the City’s Citizen Response platform on customers’ behalf as needed.
Receive and maintain permanent records according to legal retention policies for the City Clerk’s Office.
Work 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 application forms and supporting records, assess eligibility under federal law and Department of State policies, obtain clarifying information from applicants, and answer passport-related questions.
Provide digital passport photos that meet U.S. Department of State requirements.
Collect, post, and balance daily passport application transactions.
Track passport application packages mailed through USPS Click n Ship to ensure delivery.
Work with the City Clerk to update FAQs and suggest improvements to the Customer Experience Program.
Assist with agendas, minutes, and scheduling meetings for Boards and Commissions as needed.
Assist the City Clerk’s Office with general office duties, tasks, and projects, including filing, data entry, reports, website updates, and document integration.
Perform other duties as assigned or required.