Customer Service Specialist

Job Description

Come join the City of Appleton and thrive! Here at the City, you'll have the opportunity to work in a forward-thinking, positive environment alongside other caring team members. You'll be challenged by rewarding work that impacts the lives of community members each day. You'll expand your skills and knowledge through training and growth opportunities. You'll be respected and appreciated for sharing your ideas and bringing your authentic self to your work. Come join our team—you belong here!

The City of Appleton is currently accepting applications for a vacancy in Public Works. We are looking for an individual who has excellent clerical and customer service skills. This is varied customer service and clerical work, which involves moderately complex work methods and problems. Work requires the exercise of initiative, independent judgment, confidentiality, discretion in handling delegated administrative details, and the performance of various clerical duties. The individual must be able to perform multiple tasks simultaneously, work well under pressure and be a team player. Prior government work experiences a plus.

Examples of Duties

• Provides exceptional customer service at the 5th floor customer service counter by welcoming and directing visitors, notifying staff of arrivals, and handling incoming calls. Assists citizens and customers by offering information and guidance on policies and procedures for Community Development, Assessor, Parking, Engineering, Inspections, and Health Departments.
• Prepares, types, and revises various correspondence, reports, studies, memos, staff reviews, hearing notices, agendas and meeting minutes.
• Coordinates preparations for select committee meetings by preparing and distributing agendas and meeting materials to committee/board members, applicants, engineers/surveyors, etc. Submits legal notices to newspaper for required timely publications and prepares mailing lists and notifications for neighboring property owners, as required. Attends committee meetings, records meeting minutes, and uploads to Granicus (Legistar/Media Manager) electronic system.
• Process and review open records requests and zoning verification letters while ensuring accuracy and compliance with applicable regulations. Coordinate the timely distribution of requested documents to the appropriate parties while maintaining confidentiality.
• Processes permit applications, enters data into the database, schedules inspections, maintains commercial property files, issues and records permits, creates billings, and processes payments.
• Manages the scheduling and coordination of meeting rooms and shared spaces to accommodate the needs of various staff and departments. Ensures spaces are reserved, set up, and maintained appropriately for meetings, events, and daily operations. Communicates with stakeholders to confirm requirements, address conflicts, and facilitate smooth logistical arrangements.
• Prepares and manages department files, records, and reports along with general clerical duties, including typing, filing, and data entry.
• Handles all mail processes, including sorting, distributing, and preparing mass mailings, while maintaining and updating establishment and client lists.
• Oversees inventory and ordering of office supplies, machine supplies, forms, and publications.
• Handles billing and receipting processes, including cash, check and credit card receipting, invoice and procurement card entry with account allocations, while maintaining accurate accounting records.
• Coordinates staff training, conference registrations, license and membership renewals, arranges accommodations for out-of-town events, and manages all required documentation.
• Educates customers on parking options and assists customers with purchasing and renewing parking passes, obtaining meter bags and validation stickers, and process necessary parking billings.
• Handles parking citation inquiries, educates violators of the appeal process, and coordinates with the Parking Utility Manager.
• Manages citation-related actions, including processing suspensions, satisfactions, court dates, filing paperwork, and collaborating with the Appleton Police Department on towed vehicles, as needed.
• Performs other duties as assigned.
• Maintains regular punctual and predictable attendance, works extra hours as required.

Typical Qualifications

Experience in general clerical work; graduation from high school plus additional training of at least one year of college, business, technical school (including or supplemented by courses in typing, computer use, office practices and clerical subjects); or any equivalent combination of experience and training that provides the following knowledge, abilities and skills: • Ability to maintain confidentiality. • Ability to multi-task. • Ability to establish and maintain effective working relationships with other employees and the public and to deal with public relations problems courteously and tactfully. • Skill in the operation of mail/copy center related equipment and other standard office equipment. • Proficient with Microsoft Office Products: Word, Excel, PowerPoint and Publisher. • Knowledge of an email/scheduling program such as Microsoft Outlook. • Strong oral and written communication skills. • Thorough knowledge of all license/permit processes and the ability to distinguish specific variables for each license/permit type. • Ability to use a GIS Viewer. • Knowledge of business English, spelling, telephone, etiquette, vocabulary and arithmetic. • Knowledge of modern office practices, procedures and equipment. • Knowledge of the quality improvement process (QIP) and strong team orientation. • Knowledge of departmental rules, regulations, procedures and functions. • Ability to work without immediate supervision. • Ability to work accurately under pressure. • Ability to prioritize and meet deadlines. • Ability to understand and effectively carry out oral and written instructions. • Ability to make minor decisions in accordance with laws and regulations and to apply these to work problems. • Ability to maintain office records, compile data and to prepare accurate reports.

Supplemental Information

Competencies: Communication, Customer Focus, Handling Difficult People, Problem Solving, Adaptability/Flexibility