Job Type: Non-Union
Job Posting: COP-00129-23
Salary: $42,000-$45,000
Job Grade Level:
Department: Mayor’s Office
The City of Providence welcomes and encourages diversity in our workforce at all levels of the organization. We provide equal employment opportunities to all employees and applicants for employment and prohibit hiring discrimination of any type. All City hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
PLEASE NOTE:
All persons employed by the City of Providence are required to have achieved a fully vaccinated status against the COVID-19 virus. “Fully vaccinated status” shall be defined as having received the full number of doses required to complete the vaccination series of one of the currently recognized COVID-19 vaccines. Proof of vaccination completion will be required before beginning employment with the City.
Job Summary
The Mayor’s Office seeks a PVD311 Constituent Representative to work in the Mayor’s Center for City Services (MCCS). The Mayor’s Center for City Services, in close coordination with other city departments and agencies, interacts directly with residents, businesses, and visitors to the City of Providence to receive and promptly address incoming requests for city services and information.
Duties & Responsibilities
The Constituent Representative is responsible for:
- Responding to constituent and business city service requests through various channels including phone, email, online submission, and in-person visits to the city hall.
- Working to ensure that constituents and business owners receive regular updates on the status and resolution of their city service requests.
- Utilizing technology and software to track, monitor, and update the status of city service requests.
- Analyzing PVD311 data to identify trends and report them on a daily basis to the PVD311 Supervisor.
- Keeping the PVD311 Supervisor informed of service request trends so that appropriate action can be taken.
- Maintaining and communicating information about City initiatives and events with residents.
- Processing and assigning casework to the appropriate city department to ensure that constituent requests for city services are appropriately addressed in a responsive and timely manner.
- Serving as a liaison for constituents with city departments, agencies, and other individuals, groups, or organizations to effectively answer questions, respond to comments, and process city service requests, while maintaining positive relationships with city departments.
- Serving as the MCCS representative at community events in collaboration with other city departments.
- Proactively managed assigned caseload to ensure an appropriate completion timeline.
- Preparing and presenting PVD311 information for outreach events.
- Other duties as assigned.
Minimum Qualifications
- Bachelor’s degree from an accredited college or university or 3-5 years of equivalent professional customer service experience.
- Excellent customer service and interpersonal communication skills, with the ability to interact professionally with constituents, colleagues, and external partners.
- Ability to identify and track key issues of concern to the City of Providence and report to the PVD311 Supervisor.
- Ability to learn quickly, be effective in a fast-paced environment, and ability to work well under pressure and tight deadlines.
- Ability to exercise discretion with confidential information.
- Acute cross-cultural awareness, with a demonstrated ability to center equity in decision-making and analysis.
- Familiarity with the City of Providence neighborhoods and community.
- Excellent organizational, time management, and follow-up skills.
- Excellent technology skills with familiarity with Office 365 tools, in particular with Microsoft Excel or other data management tools.
- Acute attention to detail and the ability to multiple tasks.
- Bilingual fluency in English and Spanish is preferred.
Posting expires when filled.
