Customer Service Specialist II - Mayor's Office

The Mayors Office is seeking a friendly, professional Customer Service Specialist to serve as the first point of contact for all visitors and callers. In this front-facing role, youll provide exceptional customer service while performing a variety of routine administrative and clerical tasks to support the daily operations of the office.

The ideal candidate is approachable, detail-oriented, and comfortable working in a fast-paced public environment. Responsibilities include answering phones, greeting and directing visitors, managing correspondence, and assisting with basic office support functions. This position works under immediate supervision and requires strong communication skills and a commitment to courteous, responsive service.

Performs routine or repetitive tasks with specific instructions and set procedures. Handles basic issues and problems and refers more complex issues to higher-level staff.

Maintains reception desk by greeting customers, providing information and receiving citizen complaints. Communicates meeting guest arrival with appropriate individual. Answers multi-line phone system and transfers call to appropriate personnel after ascertaining from customer the nature of the inquiry or request. Receives comments, complaints and questions from the public via the Mayor's Hotline. Receives general questions through email and phone calls and relays messages as required. Receives, sorts and distributes departmental mail. Oversees conference room scheduling in order to prevent overlaps. Maintains reception area and conference rooms.

Performs clerical duties by maintaining copies and file folders. Coordinates mailings from the mayor's office. Maintains copy paper and office supply inventory. Performs data entry and scanning of large and small scale documents, filing of documents in content management software.

Coordinates meeting scheduling, provides administrative support and orders meals for meetings. Provides back-up support to other positions as required.

Assists with initiatives and projects within the mayors office as assigned.

Coordinates youth and student tours of the mayors office and City Hall. Schedules tours and plans content. Works with youth group leaders to set up tours and coordinate city speakers.

Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time. Required Knowledge, Experience, And Training
High school diploma or equivalent and two years of experience completing administrative support or an equivalent combination of education and/or experience.

Knowledge of: business office and telephone etiquette and equipment; general office practices, procedures and equipment operations; business English and basic arithmetic; computer usage, including related software; and general customer service techniques.

Ability to: respond with patience and courtesy to all manner of inquiries; multi-task and answer multi-line phone system; organize and maintain various files and applications and records; plan and organize work for accomplishment and work effectively while changing priorities and interruptions; communicate effectively in the English language at a level necessary for efficient job performance; and perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.

Preferred Knowledge, Experience, And Training
College coursework in public administration or a related field and two years of previous administrative support or customer service experience with the City of Boise or another public agency.

Special Requirements
Applicants must be able to pass:

City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation

Criminal Justice Information System background check (CJIS)

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Efforts
While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is occasionally pushing/pulling up to 10 pounds. The noise level is rarely moderate. Work includes sensory ability to talk and hear. Employees will sit, stand and walk. Position requires hand/finger dexterity.

Working Environment
The work environment will include inside conditions.