The City of Sun Prairie is seeking to fill two Customer Service Specialist positions, working in the City Clerk's Office. The Customer Service Specialist role serves as a primary public-facing support position within the Clerk’s Office and provides customer service, municipal intake, clerical support, transactional processing, and administrative support for City Hall operations. The position assists residents, businesses, elected officials, staff, and outside agencies by responding to inquiries and routing requests, supporting Clerk operations, processing records and payments, and coordinating a variety of day-to-day operational functions.
The position supports core City Clerk functions including elections, licensing, records support, cashiering and payment processing, meeting support, and public information while also assisting with centralized navigation and operational coordination across City departments. Employees in this role operate in a highly interactive environment requiring adaptability, professionalism, sound judgment, attention to detail, and the ability to manage frequent interruptions and competing priorities while maintaining effective public service.
High School Diploma with two years of administrative, clerical, customer service, or public-facing office experience; or any equivalent combination of training and experience which provides the following knowledge, skills, and abilities. Experience working in a municipal office, Clerk’s Office, public sector environment, or high-interaction customer service environment preferred:
Knowledge of:
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General municipal government operations, departmental functions, and public service practices.
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Customer service principles and techniques applicable to a public-facing municipal environment.
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General office procedures, clerical practices, records handling procedures, document organization methods, and administrative support processes.
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Municipal support functions related to elections, licensing, public meetings, records management, cashiering, and related Clerk’s Office operational processes.
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Public sector laws, procedures, and confidentiality requirements applicable to assigned duties, including general familiarity with election laws, licensing laws, public records laws, and open meetings laws.
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Cashiering, receipting, and transactional processing practices related to licenses, permits, property taxes, citations, and miscellaneous municipal payments.
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Microsoft Office Suite applications and municipal software systems utilized within the Clerk’s Office and front counter environment.
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Standard business English, spelling, grammar, punctuation, and professional correspondence practices.
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Modern office equipment, communication systems, and general administrative technology utilized within municipal office operations.
Ability to:
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Provide professional, courteous, and effective customer service to residents, elected officials, staff, outside agencies, business owners, and the public in a highly interactive municipal environment.
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Work effectively both independently and collaboratively within a team-oriented environment while supporting shared operational responsibilities and public-facing municipal functions.
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Maintain accuracy, organization, responsiveness, and attention to detail in processing records, forms, payments, and correspondence while managing frequent interruptions, competing priorities, simultaneous customer interactions, and changing operational demands.
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Prioritize tasks, manage workload demands, and adapt to seasonal operational cycles, election periods, licensing workflows, and other recurring municipal processes.
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Learn, utilize, and adapt to specialized municipal software systems, operational procedures, administrative workflows, and evolving departmental processes.
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Understand and follow established policies, procedures, records handling practices, confidentiality requirements, and operational workflows applicable to assigned duties.
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Exercise sound judgment in responding to public inquiries, routing requests, recognizing when issues should be escalated, and maintaining appropriate professional boundaries.
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Maintain confidentiality and appropriately handle sensitive information, records, financial data, and election-related materials.
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Establish and maintain effective working relationships with coworkers, departments, elected officials, outside agencies, and members of the public from varied cultural, linguistic, educational, and socio-economic backgrounds using tact, patience, diplomacy, and professionalism.
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Communicate clearly and effectively both verbally and in writing.
Skill in:
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Customer service, public interaction, front counter operations, and maintaining effective working relationships with residents, staff, elected officials, outside agencies, business owners, and the public.
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Organization, prioritization, multitasking, and management of simultaneous operational demands, interruptions, customer interactions, and competing deadlines while maintaining professionalism, accuracy, and attention to detail.
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Clerical processing, data entry, records support, document organization, cashiering, correspondence preparation, and related administrative support activities.
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Utilization of office technology, municipal software systems, communication platforms, and administrative tools utilized within Clerk’s Office and front counter operations.
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Listening, problem-solving, critical thinking, and communication while responding to public inquiries, routing requests, and supporting day-to-day municipal operations.
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Monitoring work for accuracy, quality, completeness, confidentiality, and compliance with established procedures and operational expectations.
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Exercising sound judgment, adaptability, professionalism, and responsiveness within a highly interactive, interruption-driven municipal environment.
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Supporting collaborative operational workflows and maintaining effective coordination across assigned municipal functions and departments.
The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Work is primarily performed in an office environment. The position requires sufficient hand-eye coordination to operate computers, phones, and standard office equipment. Specific vision abilities include close vision and the ability to adjust focus.
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While performing the duties of this position, the employee frequently is required to communicate verbally, hear, use hands and fingers to operate office equipment, and reach with hands and arms.
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The employee may occasionally be required to stand, walk, bend, stoop, kneel, crouch, climb, or maintain balance while performing job duties.
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The employee must occasionally lift, carry, and move materials or equipment weighing up to 25 pounds.
The above is intended to describe the general content of the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
