The City of Port Townsend is hiring a Public Experience Liaison (PEL) Substitute to work through July 2027 on a part-time, on-call basis when coverage is needed. This position has no regular schedule and works hours as needed to fill in for regular staff absences and leaves or other unanticipated situations when extra help is needed. The incumbent may be asked to work 10-15 hours per week initially while training, then will work as needed to meet City operational needs. Must be available to work as needed during regular business hours for City Hall.

No medical benefits but accrues 1 hour of sick time per 40 hours worked & able to access City's Employee Assistance Program (EAP).

JOB SUMMARY

Under general supervision, while providing excellent customer service, performs a range of administrative and customer service-related functions. Typical duties include greeting customers, processing mail, phones, and email.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as public information contact/gatekeeper for calls City-wide.
• 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.
• Checks in visitors and directs them to appointments or proper location
• Supports utility bill customer questions over the phone, setting up online payments, and applying mailed in payments.
• Coordinates incoming and outgoing mail and package delivery
• Processes departmental paperwork
• Uses the internet to download applications, reports, regulations and other information
• Provides general administrative support for the Administration, Community Services, Finance and Public Works Divisions, including word processing, correspondence, reports, meeting notes and minutes
• Special projects for City department directors

Customer Service:

• 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.
• Participates in the special event permit process, as needed, in coordination with the Special Event Coordinator.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of business language and writing principles and practices. including grammar, syntax and spelling.
• Knowledge of 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.
• Demonstrated experience with Microsoft Word, Excel, Power Point and Outlook, internet and intranet navigation. Strong typing skills.
• Communication and interpersonal skills, with the ability to interact with diverse groups of people
• Exceptional customer service, active listening, professional and warm phone voice. Ability to connect with upset or insistent 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.
• Consistently demonstrates accuracy and high attention to detail.
• Strong time management and decision-making skills.
• Flexibility to adapt to changing circumstances, such as shifting priorities, unexpected challenges, or variations in the workload, while maintaining composure and effectiveness.
• Ability to maintain cooperative and effective working relationships with co-workers, peers, management, elected officials, and customers.
• Ability to effectively and efficiently communicate with team members, managers, the general public, and other departments, both verbally and in writing, using tact, patience and courtesy to convey instructions, provide feedback, receive feedback, and resolve issues.
• Ability to communicate at all levels of organization and work well within a team environment in support of agency objectives.
• Ability to follow procedures and perform work with minimal supervision.
• 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/or 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
• Must be bondable.

Preferred

• Prior experience in city or county government.
• Knowledge of Port Townsend community.

WORKING CONDITIONS

Duties are performed primarily in an office environment by sitting for long periods of time, utilizing standard office equipment and personal computers. The noise level in the work environment is usually moderately quiet. May be required to interact 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 accommodations 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. All employees must comply with all City policies and procedures relevant to their position as a condition of City employment.

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.