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Customer Service Representative (Community Assistant)

City of Westminster, CO Westminster, CO
  • Expired: September 16, 2019. Applications are no longer accepted.
The Community Assistant is responsible for providing exceptional customer service and prompt, personal attention to walk-in customers at City Hall and to customers who call the City's main phone number. This position requires a broad, general knowledge base about City services and demonstrates a positive, professional and welcoming demeanor, knowing that he/she may be the customer's first impression of the City of Westminster. The Community Assistant maintains an awareness of surroundings and activities in the lobby, plaza and entrances at City Hall. This position is knowledgeable about security policies and procedures and prepared to react in the event of an emergency. This is a part-time (20 hours per week), benefited position that will work Monday through Thursday, 1:00 p.m. - 6.00 p.m.
 
The full salary range for this position is stated above. Starting wages are negotiable and dependent on the qualifications and experience of each individual candidate. The City of Westminster offers a bonus of up to $1,500 per year depending on the employee's fluency in Spanish, Hmong, and/or Laotian.
The mission of every employee at the City of Westminster is to deliver exceptional value and quality of life through SPIRIT. Each employee is measured by the ability to adhere to the City's core values of Service, Pride, Integrity, Responsibility, Innovation, and Teamwork.
 
This position supports the goals of the General Services Department, which is to champion our City's mission by providing quality support and services to City departments, employees, and citizens.
 
Every employee is accountable to:
  • Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority
  • Communicate with customers to ensure that where possible they are satisfied and that their needs are being addressed; solicit and evaluate customer feedback
  • Act as an ambassador by understanding and fostering the organization's mission and vision
  • Exhibit pride in self, the department, the city and the community; conduct self in a professional manner
  • Demonstrate integrity and builds trust through credibility, reliability, commitment, loyalty and ethical behavior
  • Address difficult or contentious issues in a constructive manner
  • Support/promote change; demonstrate flexibility, and take calculated risks when appropriate
  • Participate in personal growth opportunities and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization
  • Work to continuously improve the efficiency and effectiveness of the service or product being delivered
  • Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives
  • Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences
 
GENERAL COMPETENCIES
Citywide - Every employee in this position is accountable to:
  • Establish effective interpersonal relationships through honest, open communication and follow-through on commitments
  • Recognize personal strengths and weaknesses and target areas for personal self-development
  • Demonstrate initiative in performing job tasks
  • Exhibit problem-solving skills leading to sound judgment and quality decisions
  • Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently
  • Communicate effectively with individuals and groups using clear and concise verbal and written communications
  • Demonstrate accountability for work and take ownership in job performance
  • Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product
Job Specific - Every employee in this position must be able to:
  • Establish and maintain effective positive working relationships with internal and external customers
  • Maintain a broad, general knowledge base about City services
  • Handle the operation of a telephone switchboard by accurately and quickly directing calls received to the proper person
  • Multi-task between taking phone calls and assisting walk-in customers
  • Demonstrate ability to answer questions thoroughly and concisely, with good grammatical construction, and to enunciate in a clear, well-modulated and pleasant voice
  • Demonstrate knowledge of modern office practices and procedures and ability to do general clerical work
  • React quickly to emergency situations that may create an influx of callers
Essential Job Functions, Duties, Responsibilities and Tasks
1.   Provides exceptional customer service in person and over the phone, remembering that he/she may be the customer's first impression of the City of Westminster
  • Verbally greets and makes eye contact with every customer entering City Hall
  • Answers all incoming calls promptly and courteously
  • Provides general information (hours of operation, location of City facilities, requests to speak with a specific employee or functional area, etc.) to the extent available on the City website and directs all other inquiries to the appropriate individual or functional area
  • Uses the City website extensively to research and provide information to customers
  • Demonstrates a positive, professional and welcoming demeanor
  • Directs walk-in customers to the appropriate location
  • Reacts quickly in the event of emergency situations that may generate a high call volume
  • Tracks each call received in order to identify trends for specific divisions and topics
  • Keeps lobby area clean, organized and welcoming, and calls for day porter assistance to clean the lobby if necessary
2.   Responds calmly and professionally to upset customers
  • Uses good judgment and problem solving skills
  • Actively listens and asks questions to fully understand the customer's needs
  • Demonstrates empathy and respect
  • Manages stressful interactions calmly and appropriately
3.   Maintains an awareness of surroundings and activities in the lobby, plaza and entrances at City Hall
  • Regularly scans the lobby and plaza area to be aware of individuals and activities on City Hall grounds
  • Understands security policies and procedures and reacts appropriately in the event of an emergency
  • May be the first person alerted in the case of an emergency and initiates warning systems as needed
4.   Oversees deliveries to the dock when print shop staff are unavailable
5.   Assists departments with administrative tasks on an ongoing basis, including word processing, creating/modifying spreadsheets, scanning, and other clerical functions
6.   Maintains regular and punctual attendance
Other Duties and Responsibilities
Incumbent is accountable for all duties of this job and other projects and responsibilities may be added at the City's discretion
Education, Experience, Skills, Formal Training, Licenses, and Certifications
Required:
  • Graduation from High School or GED
  • At least three years of prior customer service experience
  • Exceptional customer service skills
  • Proficiency using the Internet to locate information
  • Proficiency with Microsoft Word, Excel and Outlook
Preferred:
  • At least one year of experience in an office setting
  • Certification as a Notary Public
Any equivalent combination of education, training and experience, which would provide the required knowledge and skills, may be considered.
Physical Requirements
Work is sedentary in nature and requires s

City of Westminster, CO

Address

Westminster, CO
80031 USA