Front Desk Receptionist

City Hall Receptionist (Part-Time)

DEPARTMENT:

City Manager’s Office

SUPERVISOR:

Executive Assistant to the City Manager

SALARY CLASSIFICATION:

Hourly, non-exempt (Grade 1003)

HOURS:

25 hours per week, Mon – Fri 9:00 AM – 2:00 PM

(Additional hours possible as needed)

SALARY RANGE:

$22.91 to $30.82 per hour

TO APPLY:

Send your cover letter and resume to [email protected]. Applications submitted through Indeed will not be considered.

JOB SUMMARY

Performs front-desk, clerical, and customer-service work as the first point of contact for visitors and callers at City Hall; manages the flow of people, calls, mail, and routine requests so that City staff and the City Manager can work without interruption; and handles routine treasurer’s office functions as assigned. This position serves as the public face of City Hall and regularly interacts with members of the public who may be frustrated, upset, or confrontational. This position is a member of a cooperative municipal team, where members help each other to the best degree possible.

SUPERVISION RECEIVED

Works under the general direction of the City Manager through the Executive Assistant, who outlines office procedures and priorities and makes work assignments. The employee must also be able to work with a significant level of independence and use sound judgment in deciding when a matter should be referred to the Executive Assistant, City Manager, or other City department.

SUPERVISION EXERCISED

None.

EXAMPLES OF DUTIES

• Receives telephone calls and visitors to City Hall. Screens for nature of business, directs people to the appropriate department, and alerts the Executive Assistant to urgent or sensitive matters. Answers routine inquiries about City services, hours, and meetings based on knowledge of City operations.
• Responds calmly and professionally to upset or difficult visitors and callers, de-escalates conflict, and refers situations to the Executive Assistant or City Manager when appropriate.
• Directs walk-in visitors to the City Manager’s scheduled public office hours. Maintains a visitor and call log and a log of walk-in requests, and refers unresolved items to the appropriate staff member.
• Takes in service requests from residents by phone or in person and enters them into the City’s service request system, following up with the responsible department as needed.
• Receives public records requests, logs them, and routes them immediately to the Executive Assistant. Does not determine whether or how to respond.
• Sorts, processes, and distributes incoming and outgoing mail for City Hall.
• Maintains general office supplies, fills supply orders from other departments located within City Hall, and processes invoices for supply purchases. Arranges maintenance of office machines as assigned.
• Maintains the telephone system’s extension listings, the meeting room reservation calendar, and the front-office filing system, including confidential materials.
• Designs and posts signs for holiday closures, special events, and office changes, and posts notices on the City’s public bulletin boards as directed by the Executive Assistant.
• Coordinates the issuance of business cards for City Hall staff and name plates for the City Council. Assists in maintaining the annual holiday list.
• Assists in planning and organizing special events, holiday functions, and employee recognitions.
• Alerts the Executive Assistant to matters affecting City operations, personnel, or the public.
• Performs other duties as required or requested by the City Manager or the Executive Assistant.
• Be able to efficiently handle time-sensitive tasks and confidential information.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

The applicant must be able to demonstrate knowledge and familiarity with, proficiency in, or the ability to demonstrate such knowledge and proficiency within the first 3 months of the 6-month probationary period, the following areas:

• Common and standard modern office practices and procedures;
• Use of common business and government-level English, spelling, vocabulary, and arithmetic;
• Computer skills for documents and data using Word, Excel, Outlook, and PDF programs, and the ability to learn the City’s service request system. Accuracy in record keeping is essential;
• The ability to communicate professionally and effectively in oral and written form;
• The ability to remain calm, courteous, and professional when dealing with upset, demanding, or hostile individuals, and to maintain composure in high-pressure situations;
• The ability to handle cash accurately and keep clear records;
• The ability to maintain confidentiality; and,
• The ability to work with all City departments in a cooperative, efficient, and team-player manner.

In general, the applicant must demonstrate sound judgment, excellent communication and public-interaction skills, and appropriate tact in answering inquiries and determining matters warranting the Executive Assistant’s or City Manager’s attention.

MINIMUM QUALIFICATIONS REQUIRED

Graduation from a standard high school, supplemented by at least [two] years of customer service, reception, or administrative experience. Experience handling difficult or upset customers in a public-facing setting is strongly preferred. Cash-handling experience and Notary Public status are preferred. Applicants can also rely upon an equivalent combination of education and experience which demonstrates possession of the required knowledge, skills, and abilities.

WORKING CONDITIONS

Work is performed at the City Hall front desk, temporarily located at 124 Memorial St, Franklin, NH, 03235. The position involves frequent contact with the public, including frequent exposure to stressful interactions with individuals who may be angry or upset, extended periods of sitting, and occasional lifting of office supplies up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Franklin is an equal opportunity employer.

Pay: $22.91 - $30.82 per hour

Expected hours: 25.0 per week

Work Location: In person