Customer Support Coordinator

The City of Ames is currently accepting applications of the position of Customer Support Coordinator. The Customer Support Coordinator is a working supervisor who manages the day-to-day internal and external services provided by the Administrative Services workgroup and, in collaboration with other managers, administers and provides operations support for programs and services to the following departments: Public Works, Fire, and Planning & Housing. Reports to Fire Chief, Planning & Housing Director, and Public Works Director.

Examples of Essential Job Functions:

Manages and coordinates administrative support team serving the departments of Fire, Planning & Housing, and Public Works. Provides leadership and contributes to the ongoing development, implementation, monitoring, and reporting of a comprehensive customer service program to support both internal and external customers; fiscal management; and continuous customer service improvements. Oversees multiple business, personnel, and public processes; supervises team of administrative support employees, including ensuring adequate staffing and management of leave; assures delivery of exceptional customer service including but not limited to management of work flow, phone logs, forms, and resolution of customer issues; coordinates routine staff meetings and trainings. Models, facilitates, and ensures exceptional customer service and promotes positive image for the workgroup, departments and City organization. Identifies and implements development opportunities and training programs for administrative staff that best supports department priorities. Ensures that City and departmental policies and procedures are followed and conducts annual performance evaluations, and addresses performance issues when needed. Develops and monitors budget for workgroup expenditures.

Coordinates efforts to ensure the proactive, direct, and efficient provision of services for our customers. Oversees City of Ames preparation of minutes at the following City of Ames Boards and Commissions: e.g., Ames Area MPO Technical Committee, Building Board of Appeals, Historic Preservation Commission, Planning & Zoning Commission, and Property Maintenance Appeals Board; which will include attendance at evening meetings and taking meeting minutes when needed. Secures workload data, reviews and performs analysis to ensure appropriate allocation of resources. Manages the intake, processing, and completeness of plans and permits and coordinates the collection of monetary payments and ensures cashbox balances. Manages special projects that relate to the operation, maintenance and enhancement of the three departments’ core services (such as the implementation of new software systems, creation of cross-departmental policies, and business process documentation, etc.), as assigned.

Each employee is expected to continually strive to bring shared values to life through our Excellence Through People organizational culture. ETP values include: committing to continuous improvement, inspiring creativity and innovation, being customer driven, making data-driven decisions, championing employee involvement, striving for excellence, having fiscal stewardship, acting with honesty and integrity, exhibiting leadership, choosing a positive attitude, respecting one another, promoting safety and wellness, and cultivating teamwork. For leaders, this includes creating a work culture that brings these values to life. For all employees, this includes maintaining a Total City Perspective. The purpose of ETP is to deliver exceptional services to the public at the best price, and for employees to experience an enjoyable and stimulating work environment.

Qualifications:

Education and Experience:

Some post-secondary education or training in an area similar to office management, office administration, or office/administrative assistant, and at least three years of full service office management experience. This experience must include at least two years of supervisory responsibilities or team leadership experience.

Knowledge, Skills, and Abilities Required to Perform Essential Functions:

Working knowledge of city government functions and issues. Knowledge of modern principles of supervision, including selection, training, motivation, performance evaluation, and discipline. Knowledge of office administration including managing business operations and experience with managing a budget.

Well-developed verbal and written communication skills. Skill in the application of modern principles of management and supervision. Skill in managing projects and strong computer skills working with various software packages.

Ability to produce high quality written documents. Ability, interest, and desire to model excellent and effective communication and proactive customer service with the public and City staff. Ability to develop and maintain effective relationships with other administrators, co-workers, employees, and the general public. Ability to evaluate office policies and procedures for efficiency and effectiveness. Ability to deal professionally with frustrated or irate individuals. Demonstrated ability to creatively analyze, diffuse, and resolve difficult administrative and customer problems with sound practices and policies; proven success as a workgroup leader; strong organization, multi-tasking, decision making, and communication skills; ability to assign, monitor, and motivate staff to complete quality work in a deadline driven environment; ability to identify and implement development opportunities for staff.

Supplemental Information:

The selection process consists of an evaluation of education and experience, a phone interview, an on-site interview, and completion of a criminal background check, which includes a sex offender registry check. All candidates will be notified by email of their application status.

The City of Ames participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each applicant’s Form I-9 to confirm work authorization. All candidates who are offered a position with the City of Ames must complete Section 1 of Form I-9 along with the required proof of their right to work in the United States and proof of their identity prior to starting employment. Please be prepared to provide required documents as soon as possible after the job offer has been made. For additional information regarding acceptable documents for this purpose, please contact Human Resources at 515-239-5199 or go to the US Citizenship and Immigration Services web page at: http://www.uscis.gov.

Physical & Environmental Characteristics:

Required Physical Activities: Talking, hearing, walking, reaching, grasping, pushing, pulling, repetitive motions, stooping, kneeling, crouching, standing, sitting, and finger dexterity.

Physical Characteristics of Work: Work requires sitting and/or using various computer equipment approximately 75% of the time, and standing and/or walking 25% of the time. Frequently requires the exertion of up to 10 pounds of force, and infrequently requires the exertion of 10 – 50 pounds of force to lift or otherwise move objects.

Vision Requirements: The minimum standard for those whose work deals largely with preparing and analyzing data and written information, accounting, transcription, using a computer terminal, and/or extensive reading.

Environmental Conditions: For most positions in this classification, the worker is not substantially exposed to adverse environmental conditions. In some positions, the worker may be subject to noise, vibration, mechanical hazards, electrical hazards, chemical hazards, or atmospheric conditions that affect the respiratory system or the skin.