Job Description
Position Summary
Under the general supervision of the City of St. George CSR/Utilities Clerk Manager, acts as receptionist for the city. Independently performs a wide variety of responsibilities, receptionist, and customer service duties. Collects data, exchanges information, answers phones, and greets and screens visitors to City Hall. Performs general office tasks for the Administrative Services requiring general office skills and a working knowledge of well-established and pertinent agency terminology, rules, and procedures.
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
Front Desk Operations:
1. Greet and welcome visitors professionally.
2. Answer incoming calls and online requests, providing information on City services, events, and activities.
3. Route calls and online requests to the appropriate City services.
4. Exercise exceptional interpersonal and written/verbal communication skills.
5. Manage incoming/outgoing postage mail and City Hall packages.
6. Maintain the City telephone directory and conference room reservations.
Customer Service:
1. Provide exceptional customer service regarding city policies, procedures, services, and operations.
2. Respond to a high volume of customer inquiries and concerns in person and by phone.
3. Assist in resolving queries and complaints, directing individuals to the appropriate contacts.
4. Handle sensitive information with confidentiality.
Technology Adaptability:
1. Stay updated on technological advancements relevant to receptionist duties.
2. Demonstrate proficiency in using office equipment, phone systems, and software applications.
3. Quickly adapt to new workplace technologies.
4. Alert management to apparent computer system problems.
Administrative Support:
1. Assist in maintaining office supplies and ensuring an organized front lobby area.
2. Collaborate with the CSR/Utility Clerk Manager to provide administrative support.
Knowledge Base Management:
1. Proactively update and maintain the knowledge base with the latest information.
2. Implement a structured system for categorizing and tagging information for easy retrieval.
3. Monitor and track changes in city services, updating the knowledge base accordingly.
4. Be aware of special events occurring throughout the community by monitoring social media pages
and community partner websites.
Typical Physical/Mental Demands/ Working Conditions
Normal office environment. Handling light weights and pleasant working conditions with little or no
exposure to hazards. May be asked to provide light cleaning, sanitizing, and tidying up. May be exposed to
discomfort associated with constant answering of telephones. Frequent exposure to stress as a result of
human behavior, human error, work deadlines, and the demands of multiple projects.
Minimum Qualifications
Qualifications
Education: High school diploma or equivalent.
Experience: Proven administrative experience with a minimum of two (2) years related office experience.
Related vocational education substitutes on a year-for-year basis.
One (1) year professional, greeting visitors, answering phone calls, providing professional customer
service, and managing email accounts is preferred; and
Prior experience or proven knowledge related to the city operations and procedures is preferred.
Knowledge, Skills, and Abilities
Knowledge of:
• Superb English written and verbal communication skills.
• Aptitude for learning new software and systems.
• Strong knowledge of professional office practices.
• Basic computer skills, typing skills, phone, copy machine, internet, and document imaging scanner.
• Principles and procedures of record keeping.
• Ability to react calmly and effectively in situations.
• Modern office terminology and procedures, telephone techniques, and time management skills.
• Comfortable handling confidential information.
• Letter composition, grammar, and punctuation.
• City organization and department functions.
• Light cleaning of area and lobby space.
• Opening and Closing of City Hall and Administrative Services Office.
Skills in:
• Customer service, problem solving, and effective, active listening.
• Operating modern office equipment including computer equipment and software.
• Multi-channel communication: such as telephone, email, social media messaging, and live chat.
• Thinking less of oneself and focusing on what will best serve the team to help achieve the team’s goals. Skills in thinking outward and sharing credit, emphasize team over self, and define success collectively rather than individually.
• Internal drive to learn, succeed, serve, and a passion for the work you perform as well as dedication, and desire to become better.
• Emotional intelligence and interpersonal skills, with good listening skills and strong ability to stay engaged in conversations intently. Understanding of how your words, actions, and behaviors affect the team and those you interact with.
Ability to:
• Type accurately 40 net words per minute, apply generally accepted agency specific office procedures, operate word processing equipment, operate basic spreadsheet programs, and follow written and verbal instructions.
• Establish and maintain good working relations with all levels of city staff, elected officials, departments heads, employees, and the public.
• Follow verbal and written procedures and instructions.
• Respond to requests and inquiries from the public.
• Adapt to changing priorities.
• Communicate effectively verbally over the phone, in person, and in writing.
• Personalized customer service that is tailored to each customer/citizen.
• Exercise good judgement, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Proactive: answers, such as FAQ’s and city information, any other needs or desires are anticipated and addressed.
• Maintain a positive, professional, active listening, and empathetic attitude towards customers always.
• Maintain confidentiality of documents and information.
• Sit and answer telephones for long periods.
• Demonstrate tact and discretion in preparing, disclosing, and handling information of a confidential, controversial, and sensitive nature.
• Working well under high pressure situations, stay calm under pressure.
• Meet established deadlines.
• Assist with Utility Disconnect phone messages and other lite utility customer service duties as needed.
• Efficiently respond in a calm and effective manner to a variety of demands and projects.
• Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.
• Coordinate information, arrangements, and correspondence with minimal review.
• Work independently and make sound decisions.
• Move within an office, including stooping, and reaching to retrieve or replace files.
• Work indoors using near vision for prolonged periods.
To Apply
Submit a completed City of St. George Employment Application online at careers.sgcity.org. Applications are reviewed on an ongoing basis. This Position closes 11/13/2024 12:00 AM. Refer questions to Human Resources at 435-627-4670. Pre-employment drug screening and criminal background screen are required. The City of St. George is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, color, national origin, age, disability or genetic information. We make reasonable efforts to provide reasonable accommodation to disabled candidates.