Constituent Service Representative

Position SummaryThe Constituent Services Representative serves as a liaison between the Councilmember’s Office and the community, providing direct assistance to residents navigating City services. This role is responsible for handling constituent inquiries, tracking service issues, supporting community engagement, and ensuring responsive and professional communication between the office and the public. The Representative is expected to manage incoming inquiries, perform essential administrative tasks, assist with event planning, and help maintain positive relationships with both constituents and City staff.Essential FunctionsRespond to incoming phone calls and greet constituents in person and virtually with professionalism and care.Work directly with constituents to resolve City-related issues in a timely and effective manner.Serve as a liaison between constituents and City departments, facilitating solutions and follow-up.Maintain accurate and up-to-date records of constituent interactions using the online tracking system.Assist in planning and supporting Councilmember-sponsored events, including community meetings, resource fairs, and special initiatives.Attend community meetings and events as a representative of the Councilmember’s Office, occasionally outside of standard business hours.Perform administrative duties such as data entry, and correspondenceMaintain a collaborative and respectful relationship with the Councilmember, fellow staff, and members of the community.Other duties as assigned to support the work of the office.Competencies, Knowledge, Skills and AbilitiesKnowledge of:City government operations, services, and organizational structure (or the ability to quickly learn).Common constituent concerns and how they relate to public services such as sanitation, public safety, housing, and utilities.Office practices, procedures, and equipment.Community-based organizations and resources within the Council District (preferred).Must be organized and familiar with Microsoft Office programs and online database systemsSkill in:Communicating clearly, professionally, and empathetically—both verbally and in writing.Providing high-quality, responsive customer service to individuals from diverse backgrounds.Managing multiple priorities and following through on assignments with attention to detail.Using office software and technology, including Microsoft Office Suite (Word, Excel, Outlook), Google calendar, and online case tracking systems.Ability to:Work independently, exercise sound judgment, and maintain confidentiality.Build and maintain positive, respectful relationships with constituents, coworkers, and representatives from City departments.Resolve problems with patience and professionalism, often under pressure or with limited information.Represent the Council Member and the office with integrity and professionalism at public events and meetings.Adapt to changing circumstances and respond to new challenges as they arise.Attend occasional evening and weekend events or meetings as needed.Ability to exercise diplomacy, tact and judgement when interacting with a wide range of individuals in a friendly, personable manner