Customer Information Center Supervisor jobs in Salt Lake City, UT

Job Announcement

Information Center Technician

Opens: Thursday, December 5, 2024
Closes: Open until filled
Status: Part-Time (up to 27 hours a week)
Non-Exempt, Non-Benefited
Must be available on Mondays, Wednesdays, and Fridays and open to flexible scheduling
Hourly Wage: $23.00/hour

Under the direction of the Information Center Manager, the Information Center Technician I performs a variety of working level customer service and routine technical support to the citizens and staff of Millcreek.

POSITION(S) SUPERVISED:

This position has no supervisory responsibilities.

1. Act as the “face of the City” for all calls or patrons entering the City. This requires the ability to communicate calmly, efficiently, and with enthusiasm.

2. Greet the public; respond to requests for information and provide information related to city services, programs, and general policies, practices and procedures; provide walk-in patrons with requested forms, publications and other informational materials; take payments both over the phone and in person and provide appropriate receipts/confirmation numbers.

3. Assist in processing business license renewals according to city code and policy as required.

4. Process and distribute incoming mail daily; investigate and correct returned mail.

5. Direct walk-in clients and visitors to proper office locations; apprise staff of guest arrivals.

6. Listen to public complaints, questions, etc.; respond to questions and concerns by referring individuals to appropriate personnel for assistance and by creating appropriate work orders.

7. Operate complex telephone equipment; receive, respond to, and direct incoming telephone calls; query callers to identify needed assistance, determine appropriate department or office and direct calls accordingly.

8. Follow-up with customers to make sure questions are answered and problems are resolved in a timely manner.

9. Maintain internal staff contact information and coordinate with city departments to update with any changes.

10. Order, track, and maintain office supplies on the 2nd floor and breakroom inventory on the 5th floor.

11. Locate and notify the correct person or department when difficult questions arise.

12. Generate work orders and other appropriate documents to address citizen concerns.

13. Use good judgment when helping citizens to decide how an issue should be resolved and who needs to be involved with its resolution.

14. Use business appropriate conflict management skills when helping angry or unreasonable customers.

15. Perform other duties as assigned.

1. Education and Experience:

a. Graduation from high school or GED;

b. Six (6) months experience related to customer service duties described above.

2. Special Qualifications:

a. Valid Utah Class D Driver’s License required.

b. Licensed in the State of Utah as Notary Public preferred.

3. Knowledge, Skills, and Abilities:

a. Ability to perform all functions of the Information Center, including but not limited to, assisting the public, cashiering, responding properly to customer complaints, directing or answering incoming calls, etc.

b. Working knowledge of modern office practices and procedures; grammar, spelling, and punctuation; electronic and hard copy filing systems related to alphabetical and numeric files; telephone etiquette and various office equipment.

c. Highly developed interpersonal communication skills and telephone etiquette.

d. Knowledge of principles and processes for providing high level customer service.

e. Ability to operate a personal computer and competency using Microsoft Office products (Outlook, Word, Excel, etc.).

f. Ability to communicate effectively with irate customers and maintain strict confidentiality related to sensitive administrative information.

g. Ability to establish and maintain effective working relationships and to communicate effectively verbally and in writing with the public, employees, other departments, and contractors.

h. Ability to work with the public and city staff in a busy and often stressful environment with a professional and positive approach.

i. Skilled in the art of diplomacy under stressful situations associated with public interaction and cooperative problem solving.

j. Ability to make decisions and use good judgement.

k. Ability to follow written and oral instructions.

1. Environment: Work is performed primarily in a standard office environment. Light physical effort and usually comfortable working positions. Local travel may be required to run errands, etc.

2. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

3. Vision: See in the normal visual range with or without correction

4. Hearing: Hear in the normal audio range with or without correction.

5. Attendance: Employee is expected to be in the city offices during normal business hours with Department Head discretion to offer flexibility with scheduling options.

Job Type: Part-time

Pay: From $23.00 per hour

Expected hours: No more than 27 per week

Benefits:

• Employee assistance program
• Flexible schedule

Schedule:

• Day shift
• Weekdays

Application Question(s):

• Are you available to work Mondays, Wednesdays, and Fridays between the hours of 8 AM to 5 PM?
• Do you have any Local Government experience?

License/Certification:

• Certified Notary Public (Preferred)

Work Location: In person