Job Description:

POSITION TITLE: Customer Support Clerk (Hourly)
REQUISITION #: req7937
DEPARTMENT: Transfort
LOCATION: TRANSIT CENTER - MASON
BENEFIT CATEGORY: Variable Hourly View Classifications & Benefits
EMPLOYMENT TYPE: Part-Time Hourly
HOURLY RATE: $17.00 - 22.00 per hour (based on relevant experience)
SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 12/31/2024.

The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile. Post-offer background check required .
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary
The City of Fort Collins is seeking a Customer Support Clerk to join our Transfort department. This is a part-time hourly position with the City with an anticipated hiring range of $17.00 - $22.00 per hour! The Customer Support Clerk will play a crucial role in ensuring smooth and efficient operations by addressing inquiries via phone, email, and in-person interactions, resolving issues, and providing exceptional customer service to passengers. Your responsibilities will include handling concerns, lost and found, assisting with route information, and troubleshooting problems with empathy and professionalism. The ideal candidate will have one to two years of related experience or an equivalent combination of education and experience. We are looking for someone with a passion for customer service to bring their skills in communication to the City! Bilingual/Spanish speaking preferred, but not required.

Essential Duties and Responsibilities:
The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.
-Assists internal and external customers with information and directions related to the public transit system.
-Collaborates with other city departments to solve problems.
-Performs data entry and may maintain databases and/or spreadsheets for the department.
-Performs administrative, general clerical and filing as needed.
-Performs other special projects as assigned.
-May conduct research and analyze processes to resolve customer issues and/or disputes.
-May administer and monitor programs relevant to the department's functions.
-May generate statements and/or reports.
-May produce materials which support customer service efforts.
-Understand and interprets policies, procedures, codes and regulations.

Management Responsibilities
-No

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.


• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.


• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.


• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Required Knowledge Skills and Abilities
-Specific knowledge of department related ordinances, policies, procedures, and regulations.
-Specific knowledge of services and products offered by the department/division.
-Ability to use Microsoft applications including Word, Excel, Outlook, and PowerPoint.
-Ability to perform basic math and accounting skills.
-Ability to use multiple technological systems to manage customer information.
-Knowledge of general office equipment operations.
-Works on assignments that are moderately difficult and require developed functional experience.
-Ability to work with minimal supervision as well as in a team setting.
-Data entry and spreadsheet development experience.
-Excellent customer service and communication skills.
-Ability to communicate clearly and effectively both orally and in writing.
-Ability to respond effectively to difficult or stressful situations, including de-escalation of difficult customers.
-Ability to actively problem solve with limited guidance.
-Ability to assess and anticipate customer needs.
-Ability to identify and recommend process improvements.
-Ability to educate customers on services available.

Required Qualifications
Minimum
-High School Diploma or GED

Experience Requirements
-No Experience Required
-1-2 years of Customer Service Experience or educational equivalent preferred.

The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance.

Notice Regarding Medical and/or Recreational Marijuana Use:
Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.

The City of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

POST OFFER BACKGROUND CHECK REQUIRED.

Note: Some information in your application may be public information under the Colorado Open Records Act.Job Summary
The City of Fort Collins is seeking a Customer Support Clerk to join our Transfort department. This is a part-time hourly position with the City with an anticipated hiring range of $17.00 - $22.00 per hour! The Customer Support Clerk will play a crucial role in ensuring smooth and efficient operations by addressing inquiries via phone, email, and in-person interactions, resolving issues, and providing exceptional customer service to passengers. Your responsibilities will include handling concerns, lost and found, assisting with route information, and troubleshooting problems with empathy and professionalism. The ideal candidate will have one to two years of related experience or an equivalent combination of education and experience. We are looking for someone with a passion for customer service to bring their skills in communication to the City! Bilingual/Spanish speaking preferred, but not required.

Essential Duties and Responsibilities:
The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.
-Assists internal and external customers with information and directions related to the public transit system.
-Collaborates with other city departments to solve problems.
-Performs data entry and may maintain databases and/or spreadsheets for the department.
-Performs administrative, general clerical and filing as needed.
-Performs other special projects as assigned.
-May conduct research and analyze processes to resolve customer issues and/or disputes.
-May administer and monitor programs relevant to the department's functions.
-May generate statements and/or reports.
-May produce materials which support customer service efforts.
-Understand and interprets policies, procedures, codes and regulations.

Management Responsibilities
-No

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