Citizen Information Specialist

GENERAL PURPOSE

Work to continuously improve city services to the public by responding to a wide variety of customer service issues including operating city telephone switchboard system, answering questions form walk-in citizens, e-mail and over the telephone.

SUPERVISION RECEIVED AND EXERCISED

Work under the direction and supervision of the Public Information Manager and/or Public Information Officer

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

• Performs a wide variety of complex customer service work involving requests for information, problem analysis, complaint resolution, and the general delivery/explanation of City services to both internal and external customers through the "Citizen Service Center." 
• Understands and shares vision of an open, accessible government via the Citizen Service Center and works towards common goals
• Demonstrates respect for the customer and values diversity of thinking. Listens and responds to complicated and sensitive citizen inquiries and complaints; interacts with customers who may be hostile or confused. Explores creative solutions and alternatives in solving citizen problems
• Provides callers and visitors with immediate assistance regarding questions, problems and concerns.
• Facilitates resolution of issues involving multiple City departments. Acts as citizen liaison willing to take personal responsibility for completing service requests
• Operates a variety of standard office equipment, including a personal computer, that require continuous and repetitive eye and arm or hand movements
• Inputs qualitative data into a computerized citizen inquiry tracking system. Prepares a variety of memos, letters, and reports for employees, management and the general public
• Clearly and articulately comprehends and makes inferences from written material
• Explains citywide ordinances, policies and operating procedures policy relevant to any City work unit
• Conducts appropriate research and responds to customers in a timely manner
• Maintains an open and inviting attitude and environment whereby citizens are encouraged to share their thoughts and ideas
• Listens and communicates effectively, both orally and in writing; reads maps, and types/performs data entry at a speed necessary for successful job performance. 
• Performs some light lifting of up to 15 lbs of merchandise and materials (brochures and handouts).  Establishes and maintains cooperative working relationships with all City staff, volunteers, citizens, management and elected officials, the business community and the general public
• Attendance and punctuality are essential functions of this position
• Performs administrative assistance to public information office which includes but is not limited to scheduling appointments; sorting and distributing publications, brochures and packages for mailing; assist with administration of various department programs; Collect information on city programs and services to populate and maintain employee accessible database; Performs postings, updates, and routine maintenance of website and master calendar.

REQUIRED QUALIFICATIONS

High School Diploma or Equivalent and a minimum of three years of recent direct customer service or public relations experience. Demonstrated skill in providing superior customer service to both internal and external clients. Demonstrated ability to deal tactfully and courteously with the public in answering technical questions and handling difficult complaints.

DESIRED QUALIFICATIONS

Two years of municipal or government experience in a customer service or public communication role. Demonstrated knowledge of the English language, spelling, grammar and punctuation, and ability to prepare original correspondence and respond to oral and written requests.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are frequently required to sit; talk or hear, both in person and by telephone; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. The employee may regularly be required to walk or stand and occasionally be required to lift up to 15 pounds.  Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus

Mental Demands

While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve complex problems; use math and mathematical reasoning; perform work under changing, intensive deadlines on multiple concurrent tasks; work with constant interruptions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works in an open lobby area susceptible to climate variances, the noise level is usually quiet.

FLSA Status:  Non-Exempt

Revised Date: 10/05

DURING THE SELECTION PROCESS, ANY APPLICANT REQUIRING ACCOMMODATION

FOR A DISABILITY SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT.

JOB HOTLINE (VOICE ONLY):   623-773-7105

HUMAN RESOURCES (VOICE/TDD):   623-773-7100

AN EQUAL OPPORTUNITY EMPLOYER

OPORTUNIDAD DE EMPLEO CON DERECHOS IGUALES

8401 West Monroe St, Suite 110 v Peoria, Arizona 85345 v 623-773-7100 v Fax 623-773-7149