Customer Service Clerk

Location: Transit Center - Mason, Transfort department

Part-time hourly position, non-exempt. Pay range: $17.00 - $22.00 per hour based on relevant experience.

About the role

The City of Fort Collins is seeking a Customer Support Clerk to join our Transfort department. This part-time role plays 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. Bilingual/Spanish speaking preferred, but not required.

Responsibilities

• Collaborates with other city departments to solve problems.
• Performs data entry and maintains databases and/or spreadsheets for the department.
• Handles administrative, general clerical, and filing tasks as needed.
• Conducts research and analyzes processes to resolve customer issues and/or disputes.
• Administers and monitors programs relevant to the department's functions.
• Generates statements and/or reports.
• Produces materials supporting customer service efforts.
• Understands and interprets policies, procedures, codes, and regulations.
• Addresses passenger concerns, lost and found, route information, and troubleshooting with empathy and professionalism.
• Performs other special projects as assigned.

Requirements

• 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.

Qualifications

• Minimum: High School Diploma or GED.
• Preferred: 1-2 years of customer service experience or educational equivalent.

Benefits

Variable hourly employee benefit highlights.

Pay

$17.00 - $22.00 per hour based on relevant experience.

Schedule

Part-time hourly position.