COMMUNITY ENGAGEMENT PROFESSIONAL

Order Type :

PAY RATE: $18.23/HR

 

Position Summary:

Performs advanced call center duties to assist the public in locating and accessing various services and events provided by the City and other community agencies. This position requires a good aptitude for technical computer applications in the planning, design, development, and production of communication materials.

Essential Duties and Responsibilities: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Provides information to interested parties concerning offered programs, services, and resources.

• Participates in preparing and publishing community awareness tools using various outreach methods, including brochures, articles, surveys, and videos.

• Collaborates with internal and external contacts as needed to ensure effective, well-executed public relations and information gathering.

• Coordinates with other departments, organizations, or service providers to verify information.

• Maintains call center database by entering new information or updating existing data for future use.

• Receives and tracks complaints, requests, and inquiries and coordinates actions to achieve prompt and satisfactory resolution.

• Proficiency with computers, especially content management software, social media platforms, and MS Office.

• Monitors responses to posts via the website, social media, or other platforms to better understand the public’s needs.

• Maintains files and records pertaining to services and programs; catalogs and cross-references brochures, pamphlets, and other informational material to ensure access and availability.

• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and track real-time data.

• Inspect containers of delivered mail or parcels and sort/transfer them to designated areas according to established procedures.

• Assists departments in the creation and publication of marketing materials and internal correspondence.

• Participates in the design and content creation of the City’s website.

• Assists the Coordinator and Director with the completion of reports and presentations, as needed.

• Photographs events, personnel, and other City activities.

• Provides customer service support or related duties when required by the City Manager.

Minimum Qualifications: To perform this job successfully, an individual must be able to carry out each essential

duty or responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and

abilities; education and/or experience; and, certificates or licenses required in order to fill the position. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Knowledge, Skills, and Abilities:

• Proactively seeks to understand the needs of the public and strives to provide the highest level of service.

• Collaborates and builds partnerships through trust and the open exchange of information that promotes organizational goals.

• Considerable knowledge of City and community functions, services, resources, policies, and procedures.

• Working knowledge of public relations, mass communications and related areas, methods, and techniques.

• Knowledge of social media platforms, their primary functions, and targeted audience.

• Exceptional writing, research, and communication skills.

• Knowledge of standard call center operations and customer service best practices.

• Skill in the use of call center service-oriented phrases and techniques to achieve resolution.

• Skill in listening actively to discern customers’ needs.

• Ability to evaluate information and use good judgment in complex circumstances to determine the best course of action.

• Ability to operate general office equipment and use computer/software to quickly and accurately obtain/enter data.

• Ability to demonstrate exemplary customer service skills.

 

• Ability to deal courteously and effectively with the public.

• Ability to communicate effectively both orally and in writing.

• Ability to organize and maintain information, files, and records.

• Ability to collaborate and work effectively with others.

• Ability to multi-task.

• Ability to sit and type for extended periods.

• Ability to type 40 words per minute.

• Ability to work a varied work schedule that may include night, weekend, and holiday shifts when required.

• Bilingual/multilingual – Preferred.

• Proficient in Canva and Adobe Creative Cloud applications - Preferred.

Education and Experience:

• Graduation from a high school or possession of a General Educational Development (GED) Certificate.

• Three (3) years of experience in customer relations, customer service, or working within a public contact capacity.

Certificates and Licenses:

• Must possess and maintain a valid state of Florida driver's license with an acceptable driving history as determined by the City of Plant City.

Supervisory Responsibilities:

• N/A

 

Essential Physical Abilities:

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

 

Physical Skills	Constant	Frequent	Occasional	N/A
Heavy lifting (45 lbs. and over)				X
Moderate lifting (15 to 44 lbs.)			X
Light lifting (under 15 lbs.)	X
Heavy carrying (45 lbs. and over)				X
Moderate carrying (14 to 44 lbs.)			X
Light carrying (under 15 lbs.)	X
Reaching above shoulder	X
Use of fingers	X
Both hands required	X
Climbing (use of legs and arms)			X
Climbing (legs only)			X
Good near vision	X
Good distant vision	X
Both eyes required	X
Depth perception	X
Distinguishing basic colors	X
Distinguishing shades of colors	X
Good hearing (with or without hearing aid)	X
Straight pulling	X
Pulling hand over hand			X
Pushing	X
Walking	X
Standing	X
Crawling				X
Kneeling				X
Bending		X
Balancing	X
Stooping		X
Jumping				X
Running				X
Throwing				X
Driving (cars, small vans, pick-ups, etc.)			X
Driving & operating (heavy equip., trucks, etc.)				X
Sitting/typing for long periods of time	X

 

Environmental Conditions:

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

 

Environment	Constant	Frequent	Occasional	N/A
Work Inside	X
Work Outside				X
In the Heat				X
In the Cold				X
In High Humidity				X
In Dampness or Chilliness				X
In Dry Conditions				X
In or with Noisy Conditions				X
In Darkness				X
In or with Dusty Conditions				X
With Silica, Asbestos, etc.				X
With Fumes or Gases				X
With Smoke or Flames				X
With Chemicals				X
With Solvents				X
With Grease or Oils				X
With Radiant Energy				X
With Electrical Energy				X
On Slippery Surfaces				X
On Uneven Surfaces				X
In or With Moving Objects				X
In or With Ladders/Scaffolding				X
At Heights above Ground Level				X
Below Ground Level				X
In Water				X
With Explosives				X
With Poor Ventilation				X
With Odors				X
With Unusual Fatigue Factors				X
Other Relevant Information:

 

Emergency Responsibilities:

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, Emergency Management or City Administration. Such assignments may be before, during or after the emergency/disaster.

Disclaimers:

This job description is not intended to, and does not, constitute an offer of employment or a contract for employment or the terms and condition of employment. The City of Plant City has the right to revise this job description at any time.