Citizen Liaison

Summary: Under indirect supervision, provides security and reception support for various city departments and City Hall; performs a wide variety of administrative, customer service, and technical support functions of a highly responsible nature in relieving various departments of initial customer service and administrative duties; performs special assignments and resolves operational issues, using knowledge of the operations and policies of City. Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at the City, offices and employees within the organization.

Essential Functions: Essential duties and responsibilities may include, but are not limited to, the following:

• Provide reception services, including but not limited to the City's switchboard system, opening and closing City Hall and greeting guests and customers and directing them to appropriate offices.
• In order to provide quality customer service and properly monitor City Hall reception areas, regular and timely attendance when scheduled is critical.
• Assist City Hall employees and visitors/guests by answering general questions and acting as the City's first point of contact.
• Sell and record receipts for services, such as City merchandise and consignment tickets.
• Maintain initial building security procedures such as monitor (authorize) entrance and departure of employees, visitors and other persons; call police/fire in cases of emergency; ensure City Hall is secure at close of business; monitor surveillance cameras of property for unauthorized visitors.
• Supports the departmental operations with regular and timely attendance.
• Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed above; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

Minimum Qualifications:

Education, Training and Experience Guidelines:

• High School Diploma or GED required
• 2 years' administrative/customer service experience.
• Requires a medium level of proficiency in Microsoft Word, Excel, as well as in handling multi-line phone systems.
• Being bi-lingual in Spanish is preferred.

Knowledge of:

• Customer and Personal service
• Policies, rules, and regulations covering specific areas of assignment.
• Methods and techniques of researching and compiling data for reports and presentations.
• Customer service principles, protocols, and methods.
• Business computers and standard MS Office software applications.
• Public Safety and Security.

Skill in:

• Critical thinking, e.g. demonstrating reasoned identification and evaluation of facts in making decisions.
• Cultural competence e.g. embraces and is sensitive to cross-cultural differences.
• Active listening, e.g. giving full attention to what other people are saying.
• Multi-tasking
• Using initiative and independent judgment within established procedural guidelines.
• Social perceptiveness, e.g. being aware of others' reactions and understanding why they react as they do.
• Dealing tactfully and courteously with the public.
• Following verbal and written instructions and procedures.
• Entering data with high levels of accuracy and productivity.
• Establishing and maintaining cooperative working relationships with co-workers, and visitors.
• Communicating effectively verbally and in writing.
• Working independently, without having to ask questions multiple times or to be reminded of what is needed to be accomplished.

Physical demands and working environment: Must be able to lift and carry up to 30 pounds. While the position operates typically in an office type environment, on occasion maybe directed to go outside in order to handle a particular situation.

License and certification requirements: A valid Texas State Driver's License is required.