HEAD CLERK
PUBLIC WORKS AND PARKS
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Head Clerk for the Public Works and Parks Department. Under the direction of the Staff Assistant at Hope Cemetery. This is a high-volume customer service position at Hope Cemetery. Work involves providing exemplary customer support primarily by answering calls at Hope Cemetery, and will include providing customer service through email communications, and walk-in requests. Customer service calls are monitored for call quality, frequency, consistency. Due to emergencies and weather -related events, overtime is often asked of this position and the ability to work overtime is important to the operation of the cemetery. The position may also work within the Parks Administrative Office.

Bilingual applicants are encouraged to apply.

ESSENTIAL ELEMENTS:

• Schedule and assign tasks to subordinate clerks and reviews their work for accuracy and completeness
• Supervise the collection and compilation of complex statistical data from variety of source materials
• Respond to citizen complaints, including the explanation of division policies and regulations to other City employees and public, and refers complaints to the proper authority
• Receive calls from the public on Cemetery Customer Service Work Orders and works with Customer Services and related staff on managing the requests
• May receive calls from the public on Parks Customer Service Work Orders and works with Customer Services and related staff on managing the requests
• May receive calls from the public on Forestry Customer Service Work Orders and works with Customer Services and related staff on managing the requests
• Receive calls from the public on general Cemetery related issues and distributes as necessary
• May receive calls and park permit applications from the public and inputs them into the permit software system
• Review general division email accounts and forwards emails to staff responsible for the work
• Assist and covers Parks Office when staff are out or need assistance working with Customer Requests and calls
• Develop Customer Service System Reports for cemetery and work with staff on closing out
• Complete Customer Service work order closeouts
• Send Law Department Customer Service work orders for Insurance claims
• Assist in the development of tracking documents for Customer Related requests for Division staff
• Complete document filing during slow periods
• Train employees in proper clerical procedures and division policies
• Operate standard office machines and appliances incidental to clerical assignments
• Establish complex cross reference files and file categories and designates obsolete material to be removed form files
• Typing, filing, ordering office supplies, genealogy requests
• Attend board meetings
• Process and review financial cemetery reports

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge and experience using Microsoft Office 365
• Knowledge of basic accounting practices
• Excellent verbal and written communication skills
• Ability to multi-task in a fast-paced work environment
• Ability to work independently and as part of a team
• Ability to learn information quickly
• Ability to keep personal records & time sheets
• Ability to establish and maintain effective working relationships with employees and the public
• Ability to express oneself clearly and concisely, orally and in writing

MINIMUM REQUIREMENTS:

• High School Diploma or GED
• Customer Service or Call Center Experience in a fast-paced environment
• Computer proficiency including Microsoft Office Suite
• Excellent communication skills

PREFERRED QUALIFICATIONS:

• Associate Degree in Accounting, Business, Communication or other related field or:,
• additional higher educational degree or certificate

• Two (2) years of Customer Service or Call Center Experience in a fast-paced environment
• Three (3) years of Municipal accounting experience
• Prior experience in the Municipal setting
• One year of experience working in a Cemetery
• Experience communicating and working with populations diverse in language, socio-economic status, race/ethnicity and/or cultural backgrounds

SALARY RANGE: $24.29 - $29.30 hourly, full-time, with an excellent benefits package

To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter on or before FRIDAY, MAY 17, 2024, to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, HR@worcesterma.gov.