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HomeMy WebLinkAboutPEL Coordinator July 2025 Public Experience Liaison Coordinator City of Port Townsend Job Description Public Experience Liaison Coordinator Classification title: Public Experience Liaison Coordinator Working title: PEL Coordinator Department: Finance Union: Teamsters General Government FLSA status: Non-Exempt Wage Classification: 13 Hours: Full time Effective Date: July 2025 Reports to: Finance Manager Civil Service: No JOB SUMMARY Performs a variety of customer service and administrative work related to the support of all City departments. Serves on a team as the initial centralized interface with residents, vendors, staff and visitors applying the latest technology and efficiency workflow processes to provide a high level of customer service holistically on behalf of the City. May have a primary focus area of responsibility while regularly serving as back-up for other focus areas. ESSENTIAL DUTIES AND RESPONSIBILITIES PEL Coordinator:  Performs the duties and responsibilities of Public Experience Liaison role, including cashier, customer service, administrative support, and communications and marketing.  Demonstrates leadership skills and ability to monitor and provide guidance to PEL team.  Provides mentoring and training to team members.  Provides process and document procedures for the PEL position.  Tracks supplies for PEL team and facilitates ordering with Finance Technician or Specialist.  Demonstrates assertiveness in fairly addressing issues with peers, the public, management, and other City employees.  Coordinates PEL staff vacations to ensure coverage for operations.  Meets with departments, or attend staff meetings, as needed. Customer Service:  Acts as the first line of contact for the City, greeting the public warmly, providing information, answering initial city-wide customer questions, and referring advanced inquiries and complaints to the appropriate departments.  Receives and processes Sims Way street banner applications.  Checks in visitors and directs them to appointments or proper location. Cashier:  Serves as cashier, accurately and efficiently processes all cash receipting transactions for revenue received. Revenue includes utility bills; business licenses; franchise fees; planning and building Public Experience Liaison Coordinator permits fees; parking tickets; library, police, certain City service fees, taxes, State or County shared revenue; and other miscellaneous revenues.  Processes electronic deposits, balances daily receipts, and prepares daily deposit reports.  Receipts and reconciles financial transactions, including credit card payments. Administrative Support:  Responds to utility billing account inquiries, initiates work orders, and accepts applications for new accounts, applications for income-based discounts, and pre-authorized payments.  Provides administrative support to the Executive Leadership Team and finance staff as needed through coordination with the Director of Finance & Technology Services.  Receives resident concerns, responds to and addresses concerns directly, and/or directs appropriate personnel, including immediate contact of managers or crews for urgent matters.  Maintains and updates the resident concern tracking program, including responses to concerns and requests.  Assists with project communications, including website updates, email notifications, and public meeting preparation.  Special projects for City department directors, through coordination with the Director of Finance & Technology Services.  Manages facility rental program, including intake and processing of applications and coordination with Police, Facilities, and Park staff.  Participates in the special event permit process, as needed by Special Event Coordinator.  Identifies and participates in process improvement initiatives that improve customer experience, enhance workflow, and/or improve the work environment.  Receives and processes paperwork; distributes mail and packages.  Works with Payroll Administrator to maintain City phone list and department organizational charts. Communications and Marketing:  Maintains public-facing print communications at City Hall.  Directs the public to educational resources as needed, such as videos, City engagement programs, and webpages.  Drafts posts and updates social media accounts for general government communications and destination marketing, as directed.  Assists in the compilation, proofing, and printing of communications including monthly City newsletter, administration annual report, and annual budget in brief.  Builds and updates department webpages on cityofpt.us and other website projects and updates as needed including destination marketing website.  Assists with coordination of public outreach initiatives.  Collaborates in the creation of City and department brochures and bulletins.  Creates and/or orders City employee business cards and employee identification badges.  Participates in destination marketing conversations and advertising campaigns as requested. KNOWLEDGE, SKILLS AND ABILITIES  Demonstrated experience with Microsoft Word, Excel, Power Point and Outlook, Internet and Public Experience Liaison Coordinator intranet navigation. Strong typing skills.  Effective and efficient communication with team members, managers, and other departments, both verbally and in writing, using tact, patience and courtesy to convey instructions, provide feedback, receive feedback, and resolve issues.  Communication and interpersonal skills, with the ability to interact with diverse groups of people  Maintains cooperative and effective working relationships with co-workers, peers, management and customers.  Exceptional customer service, active listening, verbal and written communication skills, professional and warm phone voice. Ability to connect with difficult customers in a professional, empathetic, and patient manner. Ability to learn software systems such as SmartGov, Springbrook, HdL Prime, Adobe Creative Suite, Canva, WordPress, and Meta Business Suite.  Business language and writing principles and practices; including grammar, syntax and spelling.  Basic bookkeeping principles and practices. Cash management procedures and ability to be bonded.  Understands and can explain City organization to customers and direct customers to the appropriate parties.  Consistently demonstrates accuracy and high attention to detail.  Strong time management and decision-making skills.  Ability to communicate at all levels of organization and work well within a team environment in support of company objectives.  Ability to follow procedures and perform work with minimal supervision.  Flexibility to adapt to changing circumstances, such as shifting priorities, unexpected challenges, or variations in the workload, while maintaining composure and effectiveness.  Ability to use technology to increase efficiency and customer experience.  Ability to meet deadlines.  Ability to organize and maintain records to city, state and federal standards.  Ability to research municipal code, state and federal guidance for a variety of special projects.  Ability to compose memos, letters, and other documents. QUALIFICATIONS Required  High School diploma or GED.  Three years’ experience performing administrative office tasks including customer service, cash handling/cashiering, billing, correspondence preparation, file management and recordkeeping.  Demonstrated proficiency in computer operating systems and use of Microsoft Office Suite products, including Word and Excel and ability to learn other software programs, such as Springbrook.  Any equivalent combination of education and experience which provides the applicant with the ability to meet the skills listed in the Knowledge, Skills and Abilities section.  Must be bondable. Preferred  Minimum two years’ experience in the Public Experience Liaison role. Public Experience Liaison Coordinator  5 years of experience performing administrative office tasks.  Experience using Springbrook and SmartGov software systems.  Experience in graphic design, social media, and websites. WORKING CONDITIONS Duties are performed primarily in an office environment while sitting for long periods of time, utilizing standard office equipment and personal computer. The noise level in the work environment is usually moderately quiet. May be required to deal with upset customers. This position typically requires movement around the office, reaching, pushing, grasping, finger dexterity, hearing, seeing and repetitive motions. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The City of Port Townsend is an equal employment opportunity employer. The City employs, retains, promotes, disciplines and otherwise treats all employees and job applicants strictly on the basis of job- related qualifications and competence. These policies and all employment practices shall be applied without regard to any individual's sex, race, color, creed, religion, national origin, sexual orientation (including gender identity), pregnancy, age, marital status, military status, disability, genetic information, or any other characteristic protected by law. This job description in no way implies that these are the only duties to be performed. The employee occupying the position will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisors. This job description does not constitute an employment agreement between the City and the employee and is subject to change as the needs of the City and requirements of the job change.