Customer Service Representative

City of Boulder•Boulder, CO

1d•$21 - $29

About The Position

Under general direction, provides administrative and technical support to the Open Space & Mountain Parks (OSMP) department around customer service goals. This position supports the implementation of internal and external customer service policies, procedures, processes, and initiatives. Provides support to key stakeholders with the goal of efficiently and effectively delivering solutions to customers.

Requirements

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.
High School Diploma or equivalent.
Minimum two (2) years experience in an administrative role supporting internal and external customer service.

Nice To Haves

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.

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 department’s main phone line and the city’s 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 city’s 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.