Job Details

Summary:

The City of Charleston seeks to hire a part-time Constituent Services Assistant. This position will be based at the reception desk within the main lobby of City Hall for the purpose of greeting visitors, answering constituent questions by phone, in-person, and online via the City's CWV311 customer relationship management system.

The Constituent Services Team manages CWV311, the City's Customer Relationship Management (CRM) system. CWV311 provides a centralized platform for receiving, tracking, and managing constituent inquiries submitted by phone, email, website, mobile application, or other communication channels. The goal of the Constituent Services Team is to promote responsive, professional, and consistent customer service by ensuring constituent requests are documented, routed, and resolved in a timely manner.

This job description only contains a general summary and overview of the duties and responsibilities of the position and may not be all-inclusive of the actual duties on any given day. In addition to the duties described herein, successful candidates may also perform other and/or additional duties as may be assigned, necessary and or required.

The City of Charleston reserves the right to change, add to and/or modify this job description at any time for any reason, with or without notice. This job description shall not be construed or implied to be a contract for permanent employment, or a promise or guarantee of continued employment for a specific term or duration.

Work Hours: The general work hours/schedule for this part-time position will typically fall within the City's normal business hours of 9:00 a.m. to 5:00 p.m., Monday through Friday. Work schedules will be determined in coordination with the supervisor and may vary based on need. The applicant may work full-day and partial-day shifts. In addition, this position may also work other hours, including nights, weekends and/or holidays as may be necessary, required, or requested.

Work Location: The new hire will report to City Hall at 501 Virginia Street.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have the ability to provide documentation verifying legal work status.

Ability to read and speak the English language proficiently in order to communicate and interact with others; to understand and interpret safety instructions; and to respond to internal and external inquiries.

Ability to understand and comply with City and departmental guidelines, policies, procedures, and expectations.

Essential Duties: The Constituent Services Assistant will be responsible for providing the best possible support to the City's constituents. This may include answering phones, greeting constituents, recording questions and issues, managing city email accounts, and ensuring the CWV311 system remains up to date. Strong interpersonal skills are an essential requirement for this position.

Additional Department, Division or Work Unit Duties:

• Greet constituents entering City Hall and provide courteous customer service and assistance.
• Answer phone calls and ensure that questions and issues are resolved in a timely, professional manner.
• Receive, document, and track constituent requests and concerns in the CWV311 Customer Relationship Management (CRM) system, ensuring appropriate and timely follow-up and resolution.
• Monitor and manage shared City email accounts, routing inquiries and entering requests into the CWV311 system as appropriate.
• Assist City departments with entering, updating, and maintaining information within the CWV311 system.
• Work collaboratively with City departments to ensure CRM records, knowledge base content, alerts, and related information remain accurate and up to date.
• Support training efforts for all city call takers and responders.
• Support city-hosted community events in which constituent feedback will be collected and/or where community engagement is a top priority.
• Other duties as assigned.

Education / Experience:

• High School Diploma or GED
• Requires knowledge in the use of a personal computer and in the application of Microsoft Office Products.
• Certifications / Licenses: None

Knowledge, Skills and Abilities:

• Ability to communicate effectively with diverse groups of individuals.
• Ability to multi-task and work on multiple projects and/or tasks simultaneously.
• Excellent communication skills.
• Comfortable learning to use new software systems.
• Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, and SharePoint) or the ability to quickly learn these applications.

Core Competencies: In order to provide efficient and effective services, the City seeks team members who possess the following core competencies that are aligned with the City's vision:

• Accountability - takes responsibility for own actions;
• Adaptability - responds positively to change;
• Communications - listens, speaks and/or writes in a clear, concise and respectful manner;
• Initiative - takes proactive action to complete work or resolve issues;
• Judgment & Decision Making - evaluates issues and makes sound factual decisions;
• Customer Service - provides courteous, accessible and quality assistance to internal and external customers;
• Professional Development - seeks opportunities to enhance technical skills and job knowledge;
• Teamwork and Cooperation - collaborates with other team members to fulfill the City's vision and achieve departmental goals and strategic objectives;
• Leadership - Effectively manages and guides group efforts; tracks team progress, adequately anticipates roadblocks, and changes course as needed to achieve team goals;
• Performance Management - Clearly establishes and communicates expectations and accountabilities; monitors and evaluates performance.
• EEO: The City of Charleston provides equal employment opportunities (EEO) to all current employees and new applicants for employment without regard to sex, race, color, age, national origin, ancestry, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law.

NOTE: Employment at the City of Charleston is considered to be at will and may be terminated by you or the City at any time.