Customer Experience Representative

The City of Englewood strives to provide excellent customer service to members of the community and the public. The Customer Experience Assistant (CEA) serves as a critical part of the City of Englewood's Customer Experience Program. They are often the first point of contact, providing direct customer service to community members and the public in person, over the phone, email, and other communication methods.

The position provides directional assistance, answers phone calls, and enters information into the city's Citizen Response platform on the customer's behalf as necessary. The CEA will search the Citizen Response platform knowledgebase, city website and other sources to provide fast, effective, and accurate information, as well as mail processing/distribution, filing and other office-related tasks. This position also performs specialized clerical work offering passport services by processing and validating passport applications on behalf of the United States Department of State, while collaborating with other certified staff.

The position assists staff with administrative tasks within the City Clerk's Office.

Reports to: Deputy City Clerk II

Direct Reports: None

The listed examples of work are not intended to be all-inclusive.

They may bemodifiedwith additions, deletions, orchangesas necessary.

• Greet community members and thepublicwith professionalism in person, overthephone, and through a variety of online methods.
• Providedirectionalassistance,answergeneralquestions,andconnectorprovidescontactinformationforappropriate city personnel.
• Search the Citizen Response (My Englewood) platform for answers tocommon questions/concerns, the city website and other resources.
• Ensures sufficient cross training of staff to meet the needs of the City Clerk's Office.
• Accepts payments for common city services.
• Provides quality service and information, both internally and externally.
• Performsallworkduties andactivitiesinaccordancewith
  
  Citypoliciesandprocedures.
• Establishesandmaintainspositiveworkingrelationshipswiththepublic,coworkersandother
  
  City employees using principles of exceptional customer service.
  
  Tracksthenumberofvisitorstothe Civic Centerdaily .
• Collects,organizes,andreviewscustomercommentcards.
  
  Performsdatacollection andentryrelatedtocustomerrequests.
• Entersinformationintothe City'sCitizen
  
  Responseplatformonthecustomer'sbehalfasnecessary.
• Receives and m aintains permanent records according to legal retention policies on behalf of the City Clerk's Office .
• Works in collaboration with Public Works to maintain and distribute City vehicle keys.
• Receivesandprocessesapplicationsfor United States passports .Processespassportapplications,includingreviewingforms,proofofcitizenship,andothercontrolledrecords.
  
  ReviewsinformationonapplicationstodetermineeligibilityaccordingtofederallawsandtheU.S. Department of State's policies.
  
  Queriesapplicantstoobtainadditionalorclarifyingdata.
  
  Answers questions of individuals concerning passport applications and related services.
• ProvidesdigitalpassportphotoswhichmeettherequirementsoftheU.S.Department of State.
• Collects, posts, and balances monetary transactions daily for Passport Applications.
• Ensures Passport Application s are delivered by tracking mailed packages via USPS Click n Ship.
• Assist with Program Improvements. Work with the City Clerk to update Frequently Asked Questions (FAQs) on a regular basis. Periodicallyprovidesuggestedimprovementstothe Customer Experience Programtothe City Clerk .
• Assistswiththeagenda,minutes,andschedulingofmeetingsfor
  
  Boardsand
  
  Commissionsasneeded. Assist the City Clerk's office with general office duties, tasks, and projects. Completescommonofficetaskssuchasfiling,dataentry,andproducingreports. Performs other duties as assigned and required.
• Otheradministrativedutiesasassignedbythe City Clerk ,includingupdatestothecitywebsite,document integration, and data entry.

• High Schooldiplomaor GED required. .

• Customer service experience.
  
  Preference given to candidates with a solidtrackrecordof providing top-notch customer service in a variety of settings.

• Required Driver'sLicense

Passport Acceptance Agent Certificate must be obtained if not currently held within 3 months.

• Knowledgeofcustomerservicestandards Microsoft Office suite of products
  
  Standardofficeequipmentincludingcopiers,computers,telephonesandprinters
• Mustbeableto…