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:

• Greet and welcome visitors professionally.

• Answer incoming calls, providing information on City services, events, and activities.

• Route calls to the appropriate City services.

• Exercise exceptional interpersonal and written/verbal communication skills.

• Manage incoming/outgoing mail and packages.

• Maintain the City telephone directory and conference room reservations.

Customer Service:

• Provide exceptional customer service regarding city policies, procedures, services, and operations.

• Respond to a high volume of customer inquiries and concerns in person and by phone.

• Assist in resolving queries and complaints, directing individuals to the appropriate contacts.

• Handle sensitive information with confidentiality.

Technology Adaptability:

• Stay updated on technological advancements relevant to receptionist duties.

• Demonstrate proficiency in using office equipment, phone systems, and software applications.

• Quickly adapt to new workplace technologies.

• Alert management to apparent computer system problems.

Administrative Support:

• Assist in maintaining office supplies and ensuring an organized reception area.

 

• Collaborate with various departments to provide administrative support.

Knowledge Base Management:

• Regularly update and maintain the knowledge base with the latest information.

• Implement a structured system for categorizing and tagging information for easy retrieval.

• Monitor and track changes in city services, updating the knowledge base accordingly.

• May have lead responsibility for specific customer service functions.

Typical Physical/Mental Demands/ Working Conditions

1. 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.

Qualifications

Education: High school diploma or equivalent and;

Experience: Proven administrative experience with a minimum of two (2) years full-time paid related office

experience. Related vocational education substitutes on a year-for-year basis. Prior experience or proven

knowledge related to the city operations and procedures is preferred.

Knowledge, Skills, and Abilities

Knowledge of:

• Superb 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 scanne r.

• 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.

• Cit 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 teams

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 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 both 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.

• Learn word processing and spreadsheet applications.

• Demonstrate tact and discretion in preparing, disclosing, and handling information of a confidential,

controversial, and sensitive nature.

• Work cooperatively with other departments, City Management, Elected officials, and outside

agencies.

• Working well under high pressure situations, stay calm under pressure.

• Meet established deadlines.

• Assist with Utility Disconnect phone messages and other lite customer service utility 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 prolong ed periods.