Operations Coordinator

  • Full Time
  • Boulder, CO
  • Aug 30, 2022

Website City of Boulder

Service excellence for an inspired future.

The City of Boulder requires all employees to be vaccinated for COVID-19.

The City of Boulder is a great place to live, work, grow and play.

With over 300 miles of dedicated bikeways and more than 150 miles of hiking trails, Boulder values active lifestyles and access to nature.  Forty-six thousand acres of protected land provide open space for passive recreation, natural environments, and a green belt around the city.  With world class restaurants and art and music venues, The City of Boulder values diverse culture.

Respect is one of our five City Values (including Customer Service, Collaboration, Integrity and Innovation) and we are committed to equity, diversity and inclusion. We celebrate and support our differences across all spectrums, including but not limited to ethnicity, gender, age, disability and sexuality. Through our focus on Racial Equity, our employee benefits, and the many programs resources we offer our staff, we continually strive to weave respect for one another into the fabric of our organization.

Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future.

SUMMARY JOB OBJECTIVE:

Under general direction this position supports the goals and objectives of the Planning and Development Services department by overseeing the appointment scheduling process through Microsoft Bookings to support work groups understanding and use, and the escalation of issues; and by overseeing the implementation and maintenance of administrative programs (e.g. Development Review Coordination- DRC), procedures, and systems. This position coordinates and performs a variety of administrative support functions; provides direct customer service through the lens of Operational Excellence in the administration of division or department activities and related duties as assigned.

The starting pay for this position is $22.20 – 27.10 hourly, commensurate with experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Microsoft Bookings Coordinator – Appointment Process Administration
Oversees the Planning and Development Services appointment process to ensure that business practices are effective and provide a high level of service to customers. This includes, but is not limited, to the following:
Ensures the Microsoft Bookings software is working efficiently and effectively
Reviews appts scheduled every day
Ensures schedule accuracy
Confirms assignment with the appropriate personnel
Confirms customer information
Communicates proactively with customers and in a timely manner
Serves as the subject matter expert for the Microsoft Bookings software and appointment process
Triages incoming appointment requests through the Microsoft Bookings program and ensures adequate number of appointments are available
Escalates customer issues related to the use of Microsoft Bookings

Customer Service
Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public.  Resolves problems, answers technical program questions, and provides general information.  This may include the following:
Manages departmental special projects involving coordination of the work of others.
Monitors departmental goals/work plans and prepares status reports and updates.
Acts as departmental contact to other departments for coordination and resolution of administrative issues.
Establishes, implements, and maintains record-keeping procedures and reporting standards in areas of responsibility.
Prepares or oversees the preparation of other written reports, materials and correspondence including the development and maintenance of spreadsheets and databases for tracking projects, programs, etc.
Maintains current knowledge of automated and other systems and strategies to ensure proficiency in evolving business processes and technology.  Trains in new technologies in areas of responsibility. Investigates and suggests opportunities to enhance knowledge and expertise.

Development Review Coordination (DRC)
Tracks and manages development review intake and coordinate with P&DS staff and customers to deliver excellent customer service (resolves problems, answers technical questions, and serves as an information resource for customers and/or staff regarding specific departmental activities).
Checks in all DRC cases, creates case assignment reports and assigns case managers in EnerGov, the city’s land management, permitting and licensing software system
Routes all cases to appropriate case managers and uploads electronic files following proper naming conventions
Prepares DRC agenda and comments
Regularly reviews and updates business processes to ensure accuracy and completeness

Additional Responsibilities
Maintains working knowledge of Customer Self-Service Portal (CSS) for coverage and general customer inquiries.
Provides backup support to the Service Operations Team as needed.
Attends and participates in division, department, team, and city meetings.
Collects, evaluates, and processes application materials.
Performs high quality and timely data analysis and entry, maintains proper documentation, follows the city’s retention schedule, and offers suggestions for process efficiencies.
May oversee the scheduling of meetings, and conferences including special events and public forums requiring coordination of resources between departments, other agencies or private organizations.
Performs related duties as required by management to meet the needs of the City.
Takes proper safety precautions to prevent accidents.  Responsible for the safety of self, others, materials, and equipment.  Uses all required safety equipment and follows all safety regulations, policies and procedures.  Reports all accidents and damage to city property.
Knows and complies with all city and department policies; participate in professional trainings and development; and adheres to attendance and workplace attire policies.

REQUIRED MINIMUM QUALIFICATIONS:

An Associate’s degree and a minimum of three years of progressively responsible administrative experience or an equivalent combination of experience and education.  Demonstrated ability to work in an office, meet deadlines, and work individually and on a team.  Interest, desire, and ability to communicate courteously and effectively with the public and city staff and to provide excellent customer service both in person and over the telephone; must be courteous, patient and personable when working with the public.  Data entry, proofreading and editing skills, including excellent grammar, punctuation, and spelling skills.  Ability to work with confidential information.  Good organizational and math skills.  Proficient in Microsoft Office products. Experience with database and spreadsheet software.  Ability to develop and maintain accurate filing systems.  Demonstrated ability to work independently with minimal supervision; to prioritize and resolve problems; and to complete tasks while working under pressure in a fast-paced environment.  Accurate typing speed of 50-60 wpm. Have and maintain acceptable background information, including criminal conviction history.

PREFERRED QUALIFICATIONS – In addition to the required minimum qualifications:

Previous government experience.  Knowledge of and experience with municipal government building permitting functions, codes, and processes. Experience using Adobe products, Microsoft Bookings, and/or Tyler Technology products.

SUPERVISION:

Supervision Received: P&DS Permits Supervisor – Service Operations
Supervision Exercised: NONE

WORKING CONDITIONS – Required Physical and Mental Effort, and Environmental Conditions:

Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person.  Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials.  Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment.  Sufficient personal mobility and physical reflexes, which permits the employee to work in an office setting.  Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard.  Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
Work Environment: Works primarily in a clean, comfortable environment.  Works in a setting subject to continuous interruptions and background noises.
Machines and equipment used include, but are not limited to the following: Frequently uses standard office equipment including personal computers, telephones, calculators and copy/fax machines.

CITY VISION AND VALUES:

 

The City of Boulder is committed to service excellence for an inspired future and the following values:
Customer service – We are dedicated to exceeding the expectations of our community and our co-workers by demonstrating consistent and professional service with a solution-oriented approach
Respect – We champion diversity and welcome individual perspectives, backgrounds and opinions. We are open-minded and treat all individuals with respect and dignity.
Integrity – We are stewards of the public’s trust and are committed to service that is transparent and consistent with city regulations and policies. We are honorable, follow through on our commitments and accept responsibility.
Collaboration – We are committed to organizational success and celebrate our shared dedication to public service. We believe community collaboration and the sum of our individual contributions leads to great results.
Innovation – We promote a forward-thinking environment that supports creativity, calculated risks and continuous improvement. We embrace change and learn from others in order to deliver leading edge service.

CORE COMPETENCIES:

 

Customer Service: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Time Management: Uses his/her time effectively/efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Patience: Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

ACCOMMODATIONS:  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

The City of Boulder provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

To apply for this job please visit www.governmentjobs.com.