Under general supervision from the Director of Communications & Community Engagement, performs a variety of specialized office support, clerical duties and activities in addition to supporting of the City's Reno Direct customer service call center; receives and evaluates all requests for City services; enters information into computer aided request system; provides a variety of general information to the general public, other agencies, and City staff; and performs a variety of clerical duties in support of various activities and operations.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Perform a variety of specialized office support duties in support of the City's Reno Direct call center; receive incoming telephone calls, emails, chat requests, facsimiles, and office visitors; evaluate requests for service according to established procedures and guidelines; elicit essential information from citizens including description and location of incident and citizen contact information.

Enter pertinent information regarding requests for service into a service request format utilizing a computer aided request system; enter and retrieve information from various database systems including QAlert, Accela, and GIS staff maps.

Assist the general public, outside groups and agencies, and City staff by providing routine information related to specific program area or City operations and activities in general; refer callers to appropriate City staff, department, or outside agency for further assistance as needed.

Provide training and assistance to departmental level staff in the use of service request tracking software.

Operate a variety of communication equipment including telephones and telecommunication devices for the deaf (TDD); operate a variety of office equipment including computer, typewriter, copier, and facsimile machine; utilize various computer applications and software packages.

Run customized reports from service request tracking software as needed.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Operations, services, and activities of a customer service call center.
Office procedures, methods, and equipment including computers and applicable software applications.
Methods and techniques of proper phone, email, chat etiquette and personal interaction with citizens.
Customer service techniques, practices, and principles including methods and techniques of customer service call taking.
Operational characteristics, services, and activities of assigned City functions, programs, and operational area.
Organization, operation, and services of the City and of outside agencies as necessary to assume assigned responsibilities.
Techniques for questioning both emergency and non-emergency calls.
Streets, landmarks, and geography of the City.
Pertinent federal, state, and local codes, laws, and regulations.
Principles and practices used to establish and maintain files and information retrieval systems.
English usage, spelling, grammar, and punctuation.

Ability to:
Perform a variety of specialized office support and clerical duties in support of the City's Reno Direct customer service call center, as well as supporting division staff, directors and managers.
Work under steady pressure with frequent interruptions and a high degree of public contact by phone, email, chat or in person.
Respond tactfully, clearly, concisely, and appropriately to inquiries from the general public, outside agencies, and other City staff.
Effectively communicate with and elicit information from upset and irate callers.
Correctly interpret and apply general administrative and departmental policies and procedures.
Apply applicable federal, state, and local laws, codes, and regulations.
Operate office equipment including computers and supporting software applications; Learn and effectively utilize various specialized software applications.
Type and enter data at a speed necessary for successful job performance.
Establish and maintain a variety of files and records.
Plan and organize work to meet changing priorities and deadlines.
Understand and follow oral and written instructions.
Work in a team based environment to achieve common goals.
Coordinate multiple projects and complex tasks simultaneously.
Meet the physical requirements to safely and effectively perform the assigned duties.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Create, manage and produce statistical information on a regular basis.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
Completion of a high school diploma or equivalent.

Experience:
Two years of general office support and clerical experience including experience involving significant public contact.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Unrepresented
C17
Last Update: 05/2019