Customer Experience Representative

POSITION SUMMARY

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
Direct Reports: None

The CEA provides direct customer service; performs data collection and entry related to customer service; suggests customer service program improvements; and provides general office support. The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary.

• Greet community members and the public with professionalism in person, over the phone, and through a variety of online methods.
• Provide directional assistance, answer general questions, and connects or provides contact information for appropriate city personnel.
• Search the Citizen Response (My Englewood) platform for answers to common questions/concerns, the city website, and other resources.

• Receives and processes applications for United States passports.
• Processes passport applications, including reviewing forms, proof of citizenship, and other controlled records.
• Reviews information on applications to determine eligibility according to federal laws and the U.S. Department of State’s policies.
• Queries applicants to obtain additional or clarifying data.
• Answers questions of individuals concerning passport applications and related services.
• Provides digital passport photos which meet the requirements of the U.S. Department of State.
• Ensures sufficient cross training of staff to meet the needs of the City Clerk’s Office.
• Responsible for accepting cash and other forms of payment, and for reconciling daily receipts.
• Provides quality service and information, both internally and externally.
• Maintains permanent records according to legal retention policies.
• Provides input for improving existing data entry processes or procedures.
• Collects, posts, and balances monetary transactions daily.
• Performs all work duties and activities in accordance with City policies and procedures.
• Establishes and maintains positive working relationships with the public, coworkers and other City employees using principles of exceptional customer service.

• Tracks the number of visitors to the Civic Center daily.
• Coordinates room reservations.
• Collects, organizes, and reviews customer comment cards.
• Collects data on common concerns and questions expressed by community members.
• Accepts payments for common city services.
• Performs data collection and entry related to customer requests.
• Enters information into the city’s Citizen Response platform on the customer’s behalf as necessary.

• Work with the City Clerk to update Frequently Asked Questions (FAQs) on a regular basis.
• Periodically provide suggested improvements to the Customer Experience Program to the City Clerk.

• Processes and distributes mail and packages, tracks postage and run reports for departments.
• Assists with the agenda, minutes, and scheduling of meetings for Boards and Commissions as needed.
• Assist the…