Customer Service Specialist

Customer Service Specialist

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.

Public & Customer Service

• 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.

Clerk's Office Operational Support

• 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.

Elections & Licensing Support

• 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 Wis Vote, 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 Open Gov and other designated systems, and provide status updates in accordance with established procedures.
• Process payments for licenses, permits, and related fees.

Municipal Intake & Transaction Processing

• 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.

Records, Documents & Administrative Processing

• Scan, upload, organize, index, and maintain electronic and physical records in accordance…