City Services Technician

Parks and Recreation is looking for a friendly, energetic and motivated individual to help lead customer experiences. This full-time office setting role, located at the City Center, will serve as a primary point of customer contact for various Parks and Recreation services. Technical and clerical support work includes customer inquiries, leading facility reservations, billing, invoicing, and more.

Join Sioux Falls Parks and Recreation’s nationally accredited team, known for delivering excellence in its facilities, services, and experiences. Ideal candidates should have experience with strong internal and external communication, a positive attitude, and a desire to collaborate and serve the community.

1. Research and respond to citizen and customer inquiries including billing, payments, and collections. Provide directions to service locations and/or proper personnel to address specific customer needs.

2. Provide exceptional internal and external customer service through face-to-face, email, web-based, and telephone interaction. Access appropriate records through proprietary software applications to accurately serve the customer. Follow up to ensure customer needs are handled in a timely and efficient manner.

3. Assist customer in completing applications, reservations, online account information, or other needs. Ensure customer questions have been answered and requests have been completed.

4. Accept and process duties including, but not limited to, the following: applications, service requests, and payments. Review information and resolve issues for all types of City service charges related to utilities, parking, parks and recreation, licensing, permits, and code violations. Refer complex- and system-related issues to appropriate personnel for resolution.

5. Enter service requests into work order or service portals. Accept inspection or service request, dispatch service personnel, track progress, and communicate to all parties on progress and completion where applicable. Communicate directions or service updated to field personnel.

6. Enter, verify, and maintain data in various software applications. Use appropriate software workflow applications to manage and share information. Maintain user account information following standard formats; complete and distribute standard software reports as assigned.

7. May direct work and assist in the training of subordinate support staff.

8. Provide support services by preparing meeting accommodations and materials, assisting with correspondence and presentations, routing of documents, scheduling, maintaining records, and supply levels. Create, complete, and process forms, statistical records, reports, and other nonproduction material unique to the department.

9. Assist in developing response scripts and work flowcharts that outline consistent and standard responses, including call escalation process and appropriate contacts for professional assistance in order to serve the customer in a timely manner.

10. Assist customers and City employees in finding answers to a variety of services and functions, including following up on policies and/or procedures, completion of forms and data entry, and adherence to workflows. Direct customers and employees to the appropriate department personnel.

11. Prepare meeting accommodations and materials, post notices/agendas and minutes, and assist with correspondence and presentations. Route documents, mail, and other materials; maintain records and supply levels for assigned area.

12. Support internal customer service activities as assigned including but not limited to processing travel requests, processing and allocating payments; entering invoices, receiving, distributing, filing, and retrieving departmental mail and other records and reports; and run copies of records, reports, and other materials.

13. Perform other such duties and functions as are necessary or incidental to the proper performance of this position.

Note: Depending on assigned location, task frequency and assignments may differ. Some task assignments may span multiple department service objectives across multiple platforms in order to serve customers.

• Ability to organize, plan, and prioritize work.

• Ability to take initiative and work under minimal supervision.

• Ability to provide exceptional customer service.

• Ability to apply best practices of customer service related to financial and technology practices and principles.

• Ability to draft, proof, and construct professional documents and correspondence.

• Knowledge of and skill in using technology and related software systems.

• Ability to effectively communicate orally, interpersonally, and in writing to employees, officials, customers, and citizens.

• Ability to establish and maintain effective working relationships and promote a good public image.

• Ability to pay close attention to detail.

• Ability to make situational judgments when dealing with employees and the public.

• Knowledge of the practices of municipal government.

• Ability to understand basic accounting.

• Ability to maintain administrative fiscal and general records.

• Prepare clear and concise reports.

• Ability to maintain confidentiality and integrity of the City and assigned department.