Services / online assistant clerk

CONSTITUENT SERVICES and ONLINE ASSISTANT CLERK

MAYOR’S OFFICE

Pay Grade/Class: Clerk 1/Non-Union

Annual Salary Range: $48,129.80 - $53,126.29 (FY25)

POSITION SUMMARY:

The Constituent Services/Online Assistant Clerk is the first person to greet residents when they enter or call the Mayor’s Office as well as responding on all electronic platforms such as email, social media and the City’s issue reporting app, SeeClickFix. The person in this position must ensure that questions or concerns are addressed in a thorough and timely manner and must provide superior customer service.

ESSENTIAL JOB FUNCTIONS and DUTIES:

• Answer phones and greet constituents and other guests entering the Mayor’s office.
• Assist residents with addressing and trouble-shooting a wide range of concerns about City services such as trash/recycling pick up, parking tickets, snow issues, etc.
• Coordinate effective and timely responses to inquiries, concerns, and requests for assistance in person, via phone, social media, email, and/or mail.
• Monitor, track, and respond to constituent requests on the SeeClickFix ticketing system as well as email and voicemail. Log all requests and maintain up-to-date records on all matters.
• Actively monitor all social media platforms for constituent questions or concerns.
• Plan and post social media campaigns on a variety of topics including press releases, holiday greetings, voting, weather alerts, public safety and other city-related topics.
• Update and manage content on the City’s digital signage platforms to ensure timely, clear, and accessible communication of important announcements and events.
• Support the Communications or Mayor’s/City Manager’s Office with special projects related to community engagement and service delivery.
• Assist with drafting flyers, graphics, and social media campaigns for City events using Canva.
• Maintain parts of the City website using the Civic Engage platform.
• Help compose City alerts using Civic Ready platform.
• May be required to attend evening or weekend community events to provide support and outreach.
• Help supervise youth employees assigned to work at the Mayor’s Office.
• Performs other duties as assigned.

QUALIFICATIONS:

Education/Experience

• High School or GED
• One (1) year of customer service experience required; call center experience preferred.

Skills, Knowledge & Abilities

• Customer service experience required; call center experience preferred.
• Possess excellent communication (both written and verbal), interpersonal, and organizational skills.
• Ability to analyze and research various issues and concerns and possess excellent follow-up skills.
• Knowledge of managing social medial platforms using tools such as Buffer and Meta Business.
• Establish and maintain effective working relationships with staff and the public.
• Dependability essential, must have excellent punctuality and attendance.
• Experience working in an urban, multicultural community.
• Bilingual speakers preferred.
• Malden resident preferred.

SCHEDULE: Monday, Wednesday, Thursday 7:45 AM – 5 PM; Tuesday 7:45 AM – 7 PM

SUPERVISION RECEIVED : Director of Communications and Marketing; Administrative Officer; Special Assistant to the Mayor

SUPERVISION EXERCISED : None

To apply: Submit cover letter & resume to the Human Resources Director, City of Malden at [email protected]

The City of Malden is an EEO, driven by the value of excellence and believes that everyone deserves the best service and access to resources, regardless of their race, gender identity, religion, ethnicity, age, physical abilities, sexual orientation, veteran status, or personal experience. We embrace diverse perspectives and welcome candidates from these underrepresented groups to help make our vision a reality.

Selected candidate will need to submit to a background check (CORI) and pre-employment drug screening.

Job Type: Full-time

Pay: $48,129.80 - $53,126.29 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person