Scope of Work
The City Hall Receptionist will serve as the first point of contact for visitor, residents and stakeholders. This role has a primary responsibility of ensuring exceptional customer service experiences for all individuals interacting with the City of Midland and City Hall ... This individual will be tasked with taking ownership of customer service and play a crucial role in creating a positive impression of the City of Midland and City Hall, enhancing the overall experience for visitors and residents alike.
This role also answers multi-line switchboard, answers questions, and transfers calls to appropriate department.
Essential Job Duties
• Greet visitors warmly and assist them in a courteous and professional manner.
• Answer incoming calls and respond to inquiries confidently, promptly, and courteously.
• Direct visitors and callers to the appropriate department or personnel based on their needs.
• Handle inquiries and complaints efficiently, escalating issues when necessary.
• Serve as a direct administrator of the city's 3-1-1 program, See, Click, Fix ensuring that customer reports are handled in a timely manner and responded to by various staff members accordingly.
• Serve as a direct administrator of the city's newly implemented website Chatbot, Ask Jacky, to help customers and citizens navigate the City Website more efficiently.
• Serve as an expert with the city's 3-1-1 system, being a mastery level user on the city staff interface and the citizen interface.
• Collaborate with other departments to ensure seamless communication and coordination.
• Take ownership of customer service by actively seeking feedback and implementing improvements.
• Follow established procedures and guidelines to ensure efficient operation of the reception area.
• Stay self-informed about City services, programs, and events to provide accurate and timely information to visitors and callers.
• Serve as a backup to the mail clerk.
• Assist other departments with clerical tasks and projects as requested.
• Uphold confidentiality and handle sensitive information with discretion.
• Maintain a clean and organized reception area
Physical and Environmental Conditions
• Ability to sit, stand and move about a building.
• Must be able to lift 50lbs above the waist.
Required Qualifications
• High school diploma or equivalent.
• Strong customer service orientation with a Proactive approach to solving problems
• Ability to multi-task in a fast paced environment
• Previous experience in customer service or administrative support role is required.
• Excellent communication and interpersonal skills.
• Professional demeanor and positive attitude.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational skills and attention to detail.
• Ability to maintain composure and professionalism under pressure.
• Familiarity with city government operations, services, and procedures is a plus.
• Bilingual preferred
The City of Midland offers an excellent benefits package to employees. Benefits range from Group Health and Flexible Spending Accounts to paid time off, paid mental health leave, annual paid community service time, and paid holidays.
Overview of Benefits:
Group Health Benefits: Medical/Prescription
The City of Midland offers two (2) medical benefit plan options. The plans are tailored to meet the differing needs of our employees and include medical, dental, and prescription coverage. As an additional benefit, the City of Midland offers a Wellness Center through Midland Memorial Hospital that provides basic medical services to employees and dependents enrolled in the group health plan at no cost. Telemedicine is also offered through Recuro Care at no additional cost for those enrolled in the health plans.
Plan A: $1,500 in-network deductible
Plan covers 80% after the deductible up to a maximum out-of-pocket of $5500 per calendar year.
Plan B: No Deductible
Plan covers 70% up to a maximum out-of-pocket of $5500 per year.
Optional Dental
Employees and their dependents are eligible to enroll in the optional dental coverage.
Optional Vision
Employees and their dependents are eligible to enroll in optional vision coverage.
Retirement
Full-time employees are required to participate in the Texas Municipal Retirement System (TMRS). TMRS is funded for each employee through a 7% contribution from the employee and a 2:1 match by the City.
Deferred Compensation 457(b)
Additional retirement accounts are available in the form of deferred compensation through payroll deduction on a pre-tax basis. Employees can choose from multiple companies to participate in deferred compensation. Enrollment is optional, and there is no open enrollment period.
Flex Spending Accounts (FSA)
The FSA is an employee-funded account that allows employees to set aside additional money for health care and dependent care expenses. This money is payroll deducted on a pre-tax basis. Enrollment is optional.
Group Term Life Insurance
All full-time employees are eligible to receive $75,000 in basic life coverage at no cost.
Additional Life Insurance
Employees can purchase additional life insurance for themselves and/or their dependents. Rates and coverage amounts vary.
Long Term Disability
The City offers voluntary enrollment in Long Term Disability coverage. Rates and coverage amounts vary.
Employee Assistance Program
The City of Midland contracts with an Employee Assistance Program (EAP) for all of our employees. This service is completely confidential and free to all employees and their household members. Services include counseling, crisis intervention, financial guidance, legal assistance, and more.
Paid Time Off and Holidays
Employees begin earning Paid Time Off (PTO) leave as early as the first paycheck. In addition, the City offers thirteen paid holidays during each calendar year, including employee birthdays.
Longevity Pay
Employees are eligible to receive longevity pay after the first year and every year of employment thereafter.
Health and Wellness Programs
The City offers a wellness program to promote health and wellness. Participation is voluntary and could have monetary rewards.
Credit Union
Employees are eligible to join the Midland Municipal Employee Credit Union. The Credit Union offers great dividends and loan opportunities.
Tuition Reimbursement
The City provides tuition reimbursement for employees interested in furthering their education. Reimbursement amounts are subject to prior approval, course completion, and grades obtained.
PTO Leave Bank
A voluntary program in which members can apply for up to an additional 90 days of paid time off leave in the event of a catastrophic injury or illness (applies only to the employee themself).
Scholarship Fund
The Midland Municipal Employee Scholarship Fund is an employee-funded program that awards scholarships annually to dependents of City of Midland employees who plan to pursue a college education.
Other Incentives
City of Midland employees are eligible to receive numerous discounts from local providers such as gyms, cellular phone companies, and more
