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Job Description
Constituent Services Representative and Online Assistant Clerk City of Malden - 4.7 Malden, MA Job Details Full-time $49,573.68 - $54,720.08 a year 3 hours ago Benefits Health insurance Dental insurance Flexible spending account Paid time off Parental leave Employee assistance program Vision insurance Employee discount Life insurance Retirement plan Qualifications Bilingual Writing skills Press releases Employee relationship building Research High school diploma or GED Canva Community relationship building Full Job Description
CONSTITUENT
SERVICES and
ONLINE ASSISTANT CLERK MAYOR'S OFFICE
Pay Grade/Class:
Clerk 1/
Non-Union Annual Salary Range:
$49,573.68 - $54,720.08 (FY26) Open due to vacancy
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 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.
Pay:
$49,573.68 - $54,720.08 per year
Benefits:
Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Life insurance Paid time off Parental leave Retirement plan Vision insurance
