SUPPORT SERVICE AGENT

This job description outlines the general nature and level of work performed. It is not an exhaustive list of all responsibilities, duties, and skills required.

Location: Rapid City, SD

Job Summary: This position delivers meaningful interactions with customers on behalf of the Public Works department to answer questions and resolve concerns. The Agent serves as a trusted link between the general public, City staff and leadership, and external partners.

Essential Duties and Responsibilities:

• Serve as the first point of contact for customers, staff, and City service users, requiring strong interpersonal and communication skills to interact effectively. Must maintain a professional and calm demeanor during stressful interactions and escalate concerns appropriately.
• Use multi-channel communication tools (phone, email, online platforms) to address customer inquiries. Demonstrate conflict resolution and decision-making skills to assess, prioritize, and resolve issues or refer as needed.
• Collaborate with internal teams to coordinate city-wide projects that affect operations. Apply project coordination and cross-functional teamwork skills to improve service delivery.
• Perform accurate data entry and account management by updating customer records, processing service requests, and researching historical data. Requires attention to detail and ability to navigate multiple software platforms.
• Document and maintain appropriate records of customer interactions and service outcomes. Contribute to the development and use of a centralized knowledge base that supports both frontline staff and internal operations.
• Understand and explain relevant City ordinances, rates, fees, and policies, requiring a solid foundation in policy interpretation and communication.

· Provide basic technical support, including guiding customers through online navigation and troubleshooting common issues on the City website.

Qualifications:

• High school diploma or equivalent required.
• Associate degree or coursework in business, public administration, or a related field preferred.
• Minimum 2 years of experience in a customer service or administrative role, preferably in a public sector, utilities, or service-oriented environment.
• Proficient in the use of basic office equipment and the Microsoft Office Suite.
• Familiarity with customer service platforms and enterprise resource planning systems such as Tyler Munis, EnerGov, or similar system preferred.
• Demonstrated ability to handle sensitive or complex customer interactions with professionalism.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).

Work Environment:
Most work is performed indoors in an office where frequent interruptions may occur. While performing the duties of this job, the employee is regularly required to sit; use hands; talk, read, and hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.