Customer Service Specialist

City of Sun Prairie • Sun Prairie, WI

5d • Onsite

About The Position

The City of Sun Prairie is seeking to fill two Customer Service Specialist positions, working in the City Clerk's Office. The Customer Service Specialist role serves as a primary public-facing support position within the Clerk’s Office and provides customer service, municipal intake, clerical support, transactional processing, and administrative support for City Hall operations. The position assists residents, businesses, elected officials, staff, and outside agencies by responding to inquiries and routing requests, supporting Clerk operations, processing records and payments, and coordinating a variety of day-to-day operational functions. The position supports core City Clerk functions including elections, licensing, records support, cashiering and payment processing, meeting support, and public information while also assisting with centralized navigation and operational coordination across City departments. Employees in this role operate in a highly interactive environment requiring adaptability, professionalism, sound judgment, attention to detail, and the ability to manage frequent interruptions and competing priorities while maintaining effective public service.

Requirements

• 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, Clerk’s Office, public sector environment, or high-interaction customer service environment preferred.
• Knowledge of general municipal government operations, departmental functions, and public service practices.
• Knowledge of customer service principles and techniques applicable to a public-facing municipal environment.
• Knowledge of general office procedures, clerical practices, records handling procedures, document organization methods, and administrative support processes.
• Knowledge of municipal support functions related to elections, licensing, public meetings, records management, cashiering, and related Clerk’s Office operational processes.
• Knowledge of 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.
• Knowledge of cashiering, receipting, and transactional processing practices related to licenses, permits, property taxes, citations, and miscellaneous municipal payments.
• Knowledge of Microsoft Office Suite applications and municipal software systems utilized within the Clerk’s Office and front counter environment.
• Knowledge of standard business English, spelling, grammar, punctuation, and professional correspondence practices.
• Knowledge of modern office equipment, communication systems, and general administrative technology utilized within municipal office operations.
• Ability to 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.
• Ability to work effectively both independently and collaboratively within a team-oriented environment while supporting shared operational responsibilities and public-facing municipal functions.
• Ability to 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.
• Ability to prioritize tasks, manage workload demands, and adapt to seasonal operational cycles, election periods, licensing workflows, and other recurring municipal processes.
• Ability to learn, utilize, and adapt to specialized municipal software systems, operational procedures, administrative workflows, and evolving departmental processes.
• Ability to understand and follow established policies, procedures, records handling practices, confidentiality requirements, and operational workflows applicable to assigned duties.
• Ability to exercise sound judgment in responding to public inquiries, routing requests, recognizing when issues should be escalated, and maintaining appropriate professional boundaries.
• Ability to maintain confidentiality and appropriately handle sensitive information, records, financial data, and election-related materials.
• Ability to 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.
• Ability to communicate clearly and effectively both verbally and in writing.
• Skill in customer service, public interaction, front counter operations, and maintaining effective working relationships with residents, staff, elected officials, outside agencies, business owners, and the public.
• Skill in organization, prioritization, multitasking, and management of simultaneous operational demands, interruptions, customer interactions, and competing deadlines while maintaining professionalism, accuracy, and attention to detail.
• Skill in clerical processing, data entry, records support, document organization, cashiering, correspondence preparation, and related administrative support activities.
• Skill in utilization of office technology, municipal software systems, communication platforms, and administrative tools utilized within Clerk’s Office and front counter operations.
• Skill in listening, problem-solving, critical thinking, and communication while responding to public inquiries, routing requests, and supporting day-to-day municipal operations.
• Skill in monitoring work for accuracy, quality, completeness, confidentiality, and compliance with established procedures and operational expectations.
• Skill in exercising sound judgment, adaptability, professionalism, and responsiveness within a highly interactive, interruption-driven municipal environment.
• Skill in supporting collaborative operational workflows and maintaining effective coordination across assigned municipal functions and departments.

Responsibilities

• 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 Clerk’s 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED