MISSION STATEMENT

Customer Support Services provideexcellent customer service by listening and understanding our customer’s needs. We respond with appropriate information and services while providing positive reinforcement for their requests because the “customer is our first priority”.

I.2014 Customer Services Specialists:

  1. Marianna Gonzalez – Senior Administrative Assistant

Marianna’sResponsibilities of the Senior Administrative Assistant include:

  • As the Senior Administrative Assistant, I assist the City Clerk by making sure the front desk area is staffed and with any other responsibilities he assigns to me. Another responsibility comes from the Finance Department, they depend on the Customer Service Department to make sure the City’s revenues, are entered into the correct accounts. This becomes my responsibility as lead to help with any account questionsfrom our team. We have an awesome team that works great together.
  • Assisting the Hispanic Community in Rexburg is a pleasure; there are many Hispanic people that come to City Hall to pay their utility bills, including Rocky Mountain Power, Intermountain Gas and Century Link. Some of our Hispanic customers can speak a little bit of English, but they feel more comfortable speaking Spanish. I assist our Hispanic customers with questions regarding city policy, by interpreting that information, including signing-up their children in the City’s recreation activities.
  • Order, inventory and keep requisition records of all supplies ordered for every City Hall Department. City Hall has an office supply and Janitor closet. These two areas are kept stocked, with pricing on each item. When other City Departments run out of supplies, they requisition the supplies needed from the Customer Service Department. Supply requisitions are made from City Hall and billed to the departments within the City Hall Building.
  • Prepare ticket dismissals (court documents) for the City Attorney.Permission from the City Attorney needs to be obtained before the class is offered to the individual who was citied with a moving violation. If permission is granted, the information sheet is given to the person with step by step instruction to complete the defensive driving class. The cost of the class is $60.00. There is a $15.00 dollar administrative fee collected when the certificate of completion for the class is returned to the Customer Service Department. A yearly spread sheet is kept to keep track of individual dismissals. A person is only allowed to take the defensive driving class every five years.
  1. Shellie Tolman – Administrative Assistant, organizes American Red Cross Blood drive, designs and compiles information for the utility bill newsletter, designs and inserts information for the lobby TV at city hall.

Shellie’s Responsibilities of the American Red Cross Blood Driveinclude:

  • Schedules two blood drives per year
  • Hang posters at each department and also at the county offices
  • Send several emails to city and county employees
  • Call employees and past donors to ask if they would be willing to sign up for the blood drive
  • Make sure schedule of 30 people is filled for the blood drive
  • Call all who has signed up the day before the blood drive to remind them of their scheduled time
  • Day of blood drive, put up signs
  • Contact and ask American Red Cross employees to do the drive if they need anything
  • Schedule interns or employees to help check in donors
  • Call donors if they don’t show up within 5 minutes of their scheduled time
  1. Mary Flanary – Administrative Assistant who oversees and is the Advisor over the Mayor’s Youth Advisory Board (MYAB)

Mary’s Responsibilities of the MYAB Advisor include:

  • Oversee all MYAB meetings (1st & 3rd Wed. of every month).
  • Appoint a chairman each year and work closing with them on all projects, meetings, events, decisions, etc.
  • Advertise (make brochures) and prepare applications for new youth to apply at the beginning of each school year.
  • Assign youth to set up stations at both the High School and Junior High to hand out applications and encourage youth to apply to be a part of MYAB.
  • Participate in Celebrate Youth every year in August by making hundreds of bags of cotton candy to give out and set up a booth to advertise and encourage participation in MYAB.
  • Order new polo shirts for every member at the beginning of the year.
  • Maintain a budget and work to keep expenses to a minimum.
  • Host an opening social at the beginning of each year.
  • Participate in the Homecoming Parade.
  • Help plan and make assignments for Halloween Safety at the elementary schools.
  • Help the Police Department with Shop With A Cop every Christmas.
  • Help with SnowFest every January by setting up and running a booth.
  • Make and take valentines to the Elderly in the various assisted living homes.
  • Help with Upper Valley Idol all during March (Approx. 36 hours).
  • Throw a dance of some sort every year.
  • Plan and participate in Rexburg Days every spring by designing a poster and recruiting help and working on a project to beautify the city.
  • Host a Closing Social at the end of the year.
  • Assign youth to ride in the 4th of July Parade.
  • Be available to help other city departments with anything they might need.
  • Volunteer to help out with other city services such as the mobile food pantry.
  • Plan for special speakers and mock city councils.
  • Help the chairman pick the executive board and meet with them regularly to follow up on assignments.
  • Attend Youth Summit or other leadership camps with 4 – 8 youth every year.
  • Keep accurate records of all members and their attendance.
  • Submit names for scholarships to the High School
  • Help youth get letters of recommendation from the Mayor.

The MYAB Advisor spends approximately 10 to 20 hours a month on various duties related to this job.

  1. Lindsay Palmer – Student intern
  1. Blair D. Kay – City Clerk History from 2002 to 2014

On Friday, May 03, 2002, the previous City Clerk left the position. The current City Clerk was hired the following Monday, May 06, 2002 as a City Clerk in waiting. There was uneasiness in City Hall due to the change in City Clerks. The current City Clerk was assigned to do the minutes for City Council and Planning and Zoning; also, he took phone calls for inspection tickets and kept track of building permits, etc… Between 2002 and 2004 the front counter employees in the office were under the direction of the City Treasurer (Finance Officer). The Customer Support Services Department was created in 2004 under the direction of Mayor Shawn Larsen.

Idaho State Statutes 50-908

(1) The city clerk shall serve as the municipal records manager in each city, and each department may designate a department records manager who reports to the city clerk. The municipal records manager shall supervise the administration of city records, including:

(a) Ensuring the orderly and efficient management of municipal records in compliance with state and federal statutes and regulations and city ordinances, resolutions and policies; (b) Identification and appropriate administration of records of enduring value for historical or other research; (c) Overseeing retention and destruction of municipal records as directed by state and federal statutes and regulations and city ordinances, resolutions and policies; and

(d) Coordinating transfer of permanent records to the Idaho state historical society's permanent records repository, with the assistance of the state archivist.

(2) All city officials, elected, appointed and staff, shall: (a) Protect the records in their custody;

(b) Cooperate with the municipal records manager on the orderly and efficient management of records including identification and management of inactive records and identification and preservation of records of enduring value; and (c) Pass on to their successor records necessary for the continuing conduct of city business. All city records are property of the city, and no city official, elected, appointed or staff, shall have any personal or property right to such records even though he or she may have developed or compiled them. The unauthorized destruction or removal of city records is prohibited.

Two employees were transferred to the Customer Support Services Department to be under the City Clerk’s direction. Their titles were Customer Services Representatives. A description of the Customer Support Services Department is outlined in the

Municipal Code for Rexburg:

Chapter 3.02 Department of customer support services*

3.02.010 Department established

There is hereby established an executive department of the City of Rexburg to be known as the Customer Support Services Department. The head of such department shall be known as the City Clerk, who shall be appointed by the Mayor with the advice and consent of the Council.

*Note to Chapter 3.02: The Department of Customer Support Services responsibilities falls under the duties of the City Clerk, see Chapter 2.03, Article II.

3.02.020 Departmental functions

The Department shall perform the following functions under the direction of the City Clerk:

1)Assist with the duties of the City Clerk.

2)Receiving and posting payments made to various accounts for the City of Rexburg.

3)Answer visitor/customer inquiries and complaints.

4)Directing visitors/customers to their destinations.

5)Sorting and handing out mail.

6)Answer incoming calls.

7)Scheduling and making reservations for city facilities and venues.

8)Reconciling cash received for various city facilities and venues.

9)Ordering and managing supplies.

10)Scheduling and creating ads for the Romance Marquee.

  1. 2013List of Accomplishments/Responsibilities
  1. The Rexburg City Clerk is on the Legislative Committee for the Association of Idaho Cities reviewing legislation issues for cities.
  1. The Customer Services Department takes in all the revenue that comes in for the City from every department including Emergency Services, Police, Arts Council, Legacy Flight Museum, Teton Flood Museum, Carousel at Porter Park, and Rexburg Rapids. City events including Teton Dam Marathon, Rush Triathlon, Cycle Cross and others.
  1. Payments for Century Link, Intermountain Gas, and Rocky Mountain Power are also taken at the front desk on separate systems and deposited to the bank.
  1. The Customer Service Team is a support system for City Hall:
  2. Answering all incoming phone calls (average of about 114 calls per day)
  3. Provide public gathering permits
  4. Clerical support for other departments
  5. Process job applications
  6. Process digging permits
  7. Assist City Attorney for ticket dismissals
  8. Compile information for the employee newsletter
  9. Assist the Mayor’s Office with office support
  10. Compile information for the utility newsletter
  1. Assist the Finance Department by processing:
  2. Purchase Orders: Any time an authorized employee makes a purchase, the said employee would call city hall to request a purchase order number.
  1. Utility work orders: Consist of any changes or complaints made by the city’s resident regarding their utility bill for example the resident needs to change their garbage pick-up, complaints about their bill being too high, new residents needing to set up their utility account, a resident is back for the summer and needs their account restarted, complaints about water leaks, etc.
  1. Daily reconciliation of monies taken the day before: All of the monies are counted and compared to each individual report to make sure they balance; all of the balances are then put into a spread sheet to be double checked.
  1. Accounts receivable: Apply payments to the correct account for building permits, planning and zoning permits, sign permits, excavation permits, fire hydrant permits, and all incoming monies sent to the city.
  1. Reconcile monies from our employee pop fund, the shop’s pop fund, petty cash, and two cash drawers that are checked out for city events.
  1. Train student interns in a revolving door world on complicated processes to maintain some form of customer support.
  1. Schedule the City Council Chambers and City Conference Rooms on the calendar.
  1. Schedule employees (Mayor) on the employee calendar.
  1. Schedule the Main Street Sign and over the street banners for the East and West side.
  1. Design and schedule event information on the Romance Theater Marquee.
  1. Administer and issue key requests for different city buildings as well as organ chords for the Tabernacle organ.
  1. Schedule park shelter reservations for Porter, Smith, Eagle, Nature, Evergreen, and Rexburg Rapids.
  1. Assist the Red Cross by hosting a blood drive every six months.
  1. Oversee the Mayor’s Youth Advisor Board, assists the committee with all sponsored events and activities including holding meetings every 1st and 3rd Wednesday of each month.
  1. Oversee all city committees; organize and keep records of all committee members, agendas, and minutes.
  1. Assist the building department with electrical, plumbing, and mechanical permits. This involved learning an additional program called Cityworks.
  1. Assist all departments with the answering of emails pertaining to any citizen complaints or suggestions.
  1. All office and janitorial supplies are ordered by the front desk. The Customer Service Department also keeps inventory and requisitions for all supplies.
  1. Process all business licenses by assigning a business license number, key in all prudent information, make copies for the other departments involved, Police, Economic Development, Compliance Office, and Wastewater Supervisor. Some businesses require a background check, state and county licensing and city council approval. Record keeping and organization is a must to make sure each business has all required documents prior to issuing a business license. Finally a business license is printed, sealed and mailed by the Customer Service Department. We also invoice the businesses annually for the Finance Department. There are over 1,000 active businesses in Rexburg.
  1. Volunteer as fill-ins as city liaisons for Arts Council, Traffic and Safety, Health Forums sponsored by the city and assist with city events when needed.
  1. Take turns serving on the Employee Committee for two years at a time. Because of this, we participate in decisions that affect all the city employees, such as changes to the safety program and improvements to the wellness program. We help plan and carry out employee parties twice a year and take an active role in making those parties a great reward for our city employees.
  1. Keep track of all city employees’ attendance at quarterly safety meetings and reportto

the Mayor.

  1. Responsible for getting turkey certificates to all part time employees and committee members every Christmas.
  1. Trained on how to use the new website and helped get many important pagesdesigned and ready for the website launch and continue to update the website as needed.
  1. Trained and certified as Notary Public and available for anyone needing documents

notarized.

  1. Organize and carry out Wellness Programs for city employees.
  1. Volunteer for the elections held in Madison County.
  1. The Customer Service Department is crossed trained in almost every City Department.
  1. Balance three cash drawers each day and verify balances for the city and each public

utility. Prepare deposits each day for the bank. Handle returned checks for Intermountain gas and Century Link.

  1. City Clerk’s office:
  2. Prepares the agenda for City Council meetings
  3. Prepare City Council packets
  4. Prepares minutes of City Council meetings
  5. Prepares the room for City Council meetings
  6. Prepares Ordinances for elected officials
  7. Prepares Resolutions for the Mayor’s Office
  8. Maintains a record for contracts for leased space at the Rexburg Airport
  9. Maintains a set of permanent records for the city of Ordinances and Resolutions
  10. Provides special projects for student interns to work at City Hall
  11. Works with BYU-I to scan into electronic files historical city records
  12. Records ordinances and some resolutions at the county recorder’s office
  13. Administer city elections
  14. Maintain accurate city records for the Mayor’s Office and City Council

Utility & Other Payment Transactions in 2013
Century Link & IMG / Rocky Mountain Power / City of Rexburg
January / 160 / 334 / 1,356
February / 184 / 337 / 1,183
March / 202 / 371 / 1,299
April / 193 / 394 / 1,309
May / 179 / 378 / 1,332
June / 159 / 349 / 1,289
July / 156 / 397 / 1,465
August / 166 / 410 / 1,327
September / 160 / 365 / 1,336
October / 163 / 387 / 1,366
November / 151 / 314 / 1,208
December / 164 / 309 / 1,343
Total / 2,037 / 4,345 / 15,813
Total Number of Utility Payments Taken / 22,195

That is an average of 90 payments per day.

  1. Published 13 Ordinances
  2. Completed 12 Resolutions
  3. Facilitated 15 Public Hearings
  4. Took minutes for 25 City Council meetings
  1. Major Accomplishments:
  1. REXBURG MUNICIPAL CODE

465 pages of codified city code.

PREFACE

Most cities have a comprehensive legal code. The legal code for a city is a living document whose sections may be added to, amended and or repealed based on local laws. For Rexburg the project to codify has been a significant challenge. In 1976 the Teton Dam collapsed, flooding Rexburg and many other surrounding cities. The flood left thousands of lives, homes, and businesses in disaster. In addition to this wreckage the city’s ledger books were damaged, leaving some beyond repair.