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 supervision, coordinates and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public to resolve problems, answer questions, and provide general information. Serves as an information resource for the public and/or staff, specifically related to the EnerGov Customer Self-Service (CSS) portal. Analyzes information and processes data, and performs related duties as required.
The starting pay for this position is $22.20 – 27.10 hourly, commensurate with experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
CSS Customer Support Specialist Duties
Performs customer support tasks to assist in daily operations of the division or department. This includes, but is not limited to the following:
1. Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal including assisting customer with:
2. CSS registration issues, and general understanding of how to navigate the portal
3. How to locate permits and/or understand the status of the permit
4. How to see comments related to permits or inspections
5. Resolution of customer contact and email related issues
6. Any additional CSS related issues or questions
Identifies high priority work issues and items regarding department tasks and coordinates a prompt response; may delegate requests or questions to appropriate staff and/or prepare a response; tracks and manages the flow of information and responses for the work area.
Remains aware of issues requiring special attention in response to City directives; follows up with appropriate staff to assure that issues are addressed in a timely manner.
Acts as an information resource for departmental staff and assists staff with the research and development of special projects including participating in and/or managing on-going departmental projects.
Responds to and resolves minor issues and complaints; performs research projects and prepares and modifies written materials such as correspondence, memos; edits, proofreads, corrects grammar, and originates brief written materials.
Collects, evaluates, and processes application materials.
Performs high quality and timely data analysis and entry, maintains proper documentation, and offers suggestions for process efficiencies.
Maintains appointment calendars and schedules meetings and appointments.
Attends and participates in division, department, team, and city meetings.
Participates in professional development trainings as outlined in annual performance review.
Inspections Support Duties:
Provides inspection support, analyzes information, processes data, and supports the following areas of permitting:
Performs permit close-out activities for straight-forward cases requiring CO or TCO,
Issues letters of completion and performs document retention and scanning processes
Uses monthly reports to track permit progress.
Notifies applicants of future permit expirations
Closes single-trade permits within one month of expiration
Supports inspections processes and collaborates with inspectors and inspection supervisor
Responds to customer phone calls on the inspection line by the end of the business day, assisting in scheduling inspections and encouraging the customer to utilize the CSS online inspection scheduling system.
Performs daily meter releases, taking information from inspectors and releasing meter information to Xcel the same day.
Communicates/collaborates with inspectors and inspection supervisor daily
Serves as an information resource for internal and external customers.
Responds to customer inquiries by the end of the next business day
Supports the building permit review process,
Communicates/collaborates with service operations team daily and communicates with building permit review staff and supervisors regularly.
Remains aware of issues requiring special attention, including potential process improvements, and assures that issues are addressed in a timely fashion.
Researches and compiles information. This includes, but is not limited to the following:
Researches historical records and gathers information from a variety of reports and sources.
Often under direct supervision, prepares information summaries from various sources.
Performs calculations to develop trends, breakdowns, and other comparisons.
Surveys other municipalities and compiles comparative data.
Organizes and maintains records required for reporting, performance measures and related activities.
Performs ongoing evaluation of office operations to ensure that administrative support functions are efficient, cost effective and provide a high level of service to the public and/or City staff; identifies and implements related recommendations.
Performs, processes, verifies accuracy of and/or maintains records of departmental transactions.
Operates office equipment, including typing, editing, formatting, copying and printing documents. Modifies and/or composes brief written materials, including editing, proofreading, and correcting grammar.
Performs related duties as required 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; participates in professional trainings and development; and adheres to attendance and workplace attire policies.
REQUIRED MINIMUM QUALIFICATIONS:
An Associate’s degree or a minimum of three years of progressively responsible administrative office experience or an equivalent combination of experience and education. Demonstrated ability to work in an office, meet deadlines, and work individually or 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 and motor vehicle record.
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 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.
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.