DEFINITION

Under general supervision, performs a variety of customer service duties in support of an assigned department; serves as the first point of contact for assigned functional areas; processes the receipt of payments, departmental forms, or applications; provides support for accounting, financial, and cashier functions in assigned department; maintains department records; provides information and assistance to customers, the public, City staff and external departments; prepares correspondence and reports as needed; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned management or supervisory personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey level classification is responsible for independently performing customer service duties in support of assigned programs and/or functional areas. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Serves as the first point of contact in person, over the phone, and through electronic means for functional areas that have heavy contact with the public; provides customer service and assistance to the public in person, by phone, or by mail; responds to inquiries; explains internal processes, procedures, and requirements for a variety of transactions, services, or activities. 

• Receives and responds to requests for information, records, and documents; converts hardcopy records into digital formats; indexes digital records into an electronic records system; maintains electronic and hardcopy files; files and retrieves record copies; responds to public complaints.

• Receives and processes department forms; verifies accuracy of information on forms, collects appropriate fees, and posts payments; routes forms to appropriate departments for review and action. 

• Compiles, reviews, and records financial data to various departmental accounts; resolves discrepancies; establishes and maintains various files and records; balances cash; prepares and delivers bank deposits.

• Perform a variety of cashier duties, including acceptance of payments in the form of cash, check, or credit card payments for department fees.

• Performs a variety of general office support functions including typing, record keeping, and proofreading; maintains department schedules; creates correspondence with community members regarding donations, refunds, payment plans or other business transactions. 

• Assists in the preparation of reports; gathers and organizes data; prepares and maintains a variety of files, logs, records, and reports.

• Receive, review, and process mail for assigned department; process return to sender mail; creates mailers and distributes mail throughout the department. 

• Maintains reception area and ensures all public areas clean and tidy; secures and opens reception area at assigned business hours.

• Monitors and maintains adequate quantities of supplies and forms; orders supplies and forms, as necessary.

• Performs related duties as assigned.

When assigned to Animal Services/Animal Shelter:

Employees are regularly exposed to animals and are required to perform animal handling as part of their duties.

QUALIFICATIONS

Knowledge of:

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

• Records management principles and procedures including record keeping and filing principles and practices.

• Methods and techniques of clerical accounting, coding, verifying, balancing, and reconciling accounting records.

• Basic mathematical principles.

• Pertinent federal, state, and local laws, codes, and regulations.

• Basic principles and procedures of financial record keeping and reporting.

• Operations, services, and activities offered by the City, area, or function assigned.

• Techniques for effectively representing the City in contacts with the public.

• Diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of the City and their impact on fostering innovation and collaboration.

• Methods and techniques of preparing general business correspondence.

• City and mandated safety rules, regulations, and protocols.

• The structure and content of the English language at a level necessary to successfully perform the duties assigned.

• Current equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Understand the organization, operation, and services offered by the City and of outside agencies as necessary to assume assigned responsibilities.

• Understand and interpret federal, state, and local laws, codes, and regulations relevant to the area(s) of assignment.

• Establish and maintain a variety of files and records.

• Perform routine mathematical calculations.

• Read, understand, and review documents for accuracy and relevant information.

• Work and multitask effectively in an environment with frequent interruptions and a high degree of public contact by phone and in person.

• Utilize effective and efficient customer service techniques to interact with internal and external customers, including responding to general inquiries and complaints.

• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.

• Communicate clearly and concisely in the English language at a level necessary for successful job performance.

• Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.

• Engage with a diverse public and workforce, facilitating inclusive service delivery, and implementing equitable city policies.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. 

Education and Experience:

Completion of the twelfth grade and one (1) year of experience of experience providing administrative support or customer service in an environment with heavy public contact.

Licenses and Certifications:

• None.