Customer Service Specialist na City of Belton, MO

GENERAL PURPOSE:

Serves as front-line contact for all customer service interactions assisting residents by answering questions, resolving concerns, and directing them to staff or department heads as needed. As a central information coordinator for City offices, this role will also help assist other front-line employees in developing customer service best practices and tools so all residents can experience the best service when interacting with City employees.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties are not intended to serve as a comprehensive list of all duties performed by the individual in this classification, only a representative summary of the primary duties and responsibilities.  Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties as assigned.

• Supports the relationship between the City of Belton and the residents by providing excellent customer service; acts on behalf of residents to ensure complaints and concerns are shared with the appropriate department and staff; communicates updates as appropriate when progress is made; follows concerns from initial report to resolution, communicating with the originator throughout the process.
• With supervision from the Assistant City Manager, will develop and maintain a system for tracking incoming complaints/concerns and develop procedures for how to best handle and communicate outcomes to the resident and interested leadership within the City.
• Coordinates, prioritizes, and monitors a variety of projects and is accountable for the end results; and serves as resource to the assigned program/department; responsible for independent critical thinking while solving problems using sound reasoning and judgment to develop practical solutions based on established guidelines, rules, and regulations.
• Provides administrative support for the Assistant City Manager and Economic Development office, including assisting with outreach to local businesses and stakeholders to ensure complaints and concerns are shared with the appropriate department and staff; communicates updates as appropriate when progress is made; follows concerns from initial report to resolution, communicating with the originator throughout the process.
• Works with Communications and Marketing Specialist to develop and assist with the creating and assembling of customer service and community engagement materials to ensure a high degree of professionalism.
• Helps, as necessary, the City Clerk’s office, Community Development Department and Communications Department on a variety of projects and tasks.
• Assists with compilation of a variety of studies and annual reports regarding customer service and community satisfaction monitoring and assessment; makes recommendations for updates or edits to the website and a variety of information brochures and flyers; coordinates and works with individuals from all levels within the organization; and assists the department or programs with other related support functions.
• Screens office calls, visitors, and mail; provides information and assistance including responding to requests for information and assistance; refers callers to proper authority.
• Performs special assignments to include research and gathering records for public disclosure; manages project deadlines, files, and information; serves as liaison for outside agencies and the public for information gathering.
• Ensures that job duties are completed in strict adherence to established safe work practices.

MINIMUM QUALIFICATIONS:

Required knowledge, skills, and abilities:

• Utilizing personal computer software programs and other relevant software affecting assigned work and in compiling and preparing spreadsheets.
• Establishing and maintaining effective working relationships with staff, management, vendors, outside agencies, community groups and the general public.
• Demonstrating a positive customer service orientation with both internal and external clients.
• Performing responsible administrative and office support duties involving the use of independent judgment and personal initiative within established guidelines, policies, and procedures.
• Preparing clear, concise reports and correspondence. 
• Implementing and maintaining filing systems.
• Planning and managing meetings and organizing projects and events.
• Typing, editing, and proofreading a variety of documents and data.
• Researching, compiling, preparing, and analyzing complex data and numerical computations and comprehensive reports.
• Maintaining confidentiality and communicating with tact and diplomacy.
• Responding to inquiries and in effective oral and written communication.
• Applying project management techniques and principles.
• Operational characteristics, services, and activities of assigned functions, programs, and departmental operations.
• City organization and functions of the various departments in the City.

• Work organization and office management principles and practices.
• Customer service and public relations methods and techniques.
• Communication techniques and strategies to facilitate responding to inquiries and routing calls and customers to the appropriate staff member.
• Administrative practices for office management.
• Independent thinking, critical analysis, and self-motivation techniques for successful project management.
• Modern office procedures, methods, and equipment including computers, computer applications such as word processing, spreadsheets, and statistical databases.

• Editing and proofreading techniques and practices.
• Business telephone etiquette.

Education and Experience:

• High School Diploma or equivalent.
• Applicants with an associate degree in office management, business administration, or a related field and experience in a clerical/secretarial position within a municipality will be given preference.
• 3-5 years of progressively responsible administrative experience, which includes experience interreacting with high-level supervisors, preferably for a public organization; OR an equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the functions of the job.
• Valid driver’s license.
• Missouri Notary Public Commission preferred.

Physical Requirements: 

• Work is performed in a standard office environment.
• Work may involve occasional evening meetings and appointments.