What are the responsibilities and job description for the Information Clerk position at City of Madison, WI?
General Description
The City of Madison is looking to hire Information Clerks who perform responsible public contact and administrative work involved in providing programmatic information or public records to the general public and in processing requests for services. This class is characterized by primary responsibility for responding to difficult in-person and telephone inquiries necessitating judgment and discretion in both dispensing information directly and in making appropriate referrals. Work at this level necessitates programmatic knowledge, involves a potentially substantial consequence-of-error if done inappropriately, and requires varied and difficult public contact. Work is typically performed under general supervision.
THIS RECRUITMENT WILL BE USED TO FILL VACANCIES THAT OCCUR IN THIS CLASSIFICATION IN DEPARTMENTS THAT MAY ARISE OVER THE NEXT SIX (6) MONTHS. SUCH VACANCIES MAY BE PERMANENT FULL-TIME OR PART-TIME.
Current Vacancy: Building Inspection Division
This position primarily works in the office Monday through Friday from 7:30 a.m. to 4:00 p.m.
The position is customer-service oriented and largely responsible for answering phones, providing information to the public relative to services offered and processing requests for services. The work also includes the following responsibilities:
- Assist the public in utilizing the website.
- Direct inquiries to appropriate staff and other agencies as necessary.
- Receive and serve as the first level of resolution on client complaints and/or problems. Interact with upset and/or disoriented individuals with tact and discretion.
- Maintain client or program records. File materials.
- Prepare records, reports, and mail using Microsoft Word, Excel, Accela, and other related programs. Compose/create a variety of documents.
- Maintain staff schedules.
- Take part in a variety of ongoing or special clerical or administrative assignments.
Examples of Duties and Responsibilities
Building Inspection Position Duties:
Telephone and office duties
- Answer questions and direct calls as appropriate
- Distribute incoming and outgoing mail
- Schedule inspections for field staff
- Enter complaints into our system
- Check voicemail inboxes and respond to/distribute messages
- Scan documents and upload to Accela
- Process other paperwork as appropriate
- Create Certificates of Occupancy
- Type up orders for inspectors
- Process routine permits
For a complete list of Duties and Responsibilities associated with Information Clerk positions, please see the class specification.
Minimum Qualifications
- Two (2) years of responsible administrative experience, at least six (6) months of which must have involved customer service work.
Two (2) years of experience in applying the following:- General clerical methods and procedures.
- Office terminology and equipment.
- Reception protocol and quality customer service techniques.
- Departmental policies, procedures, and functions.
- Computer software applicable to the position, such as Microsoft and databases; AND
- Familiarity with confidentiality practices.
-OR-
- Associate's (or higher level) degree may be substituted for all experience requirements.
The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.
For a complete list of the Knowledge, Skills, and Abilities, please see the class specification.
Special Requirements
Ability to meet the transportation requirements of the position.
Physical Requirements:
Work is primarily performed in an office environment. Employees must have the ability to work at a sit/stand desk for long periods of time using standard office equipment, such as a telephone, computer, and copier with or without assisted technology. Employees must also be able to take calls and communicate clearly with customers on the phone and by email.
