Constituent Engagement Representative

Join The City Of Reno Team Join the City of Reno and become part of an amazing team that strives every day to make our community a place we are all proud to call home. The ideal candidate in this position supports the Reno Direct customer service center by receiving, evaluating, and processing requests for City services. The position handles public inquiries by phone and other channels, enters service requests into a computerized system, provides information and guidance to the public and City staff, assists with constituent engagement activities, and performs routine clerical duties that support customer service and departmental operations. We currently have one vacancy in the Community Engagement & Services Department in which hiring will begin immediately following the close of this recruitment. This recruitment will also establish a list for future vacancies, which will be filled as they occur. This is both an internal and external recruitment to provide a promotional opportunity for all qualified current classified City of Reno employees and an open competitive opportunity for all other qualified applicants. The City of Reno is committed to providing equal employment opportunities to everyone. This commitment is an integral part of our efforts to ensure that we have a diverse and representative workforce that serves the community of Reno. Examples Of Essential Functions Performs the full range of specialized office support duties in support of the City's Reno Direct customer services call center and activities; receives incoming telephone calls; evaluates requests for service according to established procedures and guidelines; elicits essential information from callers, including description and location of incident and caller's contact information. Participates in and supports in-person community and constituent engagements by providing information, responding to inquiries, and assisting residents in accessing City services; engages directly with the public to promote awareness of City programs and ensure timely resolution of service-related concerns. Enters pertinent information regarding requests for service into a service request format utilizing a computer-aided request system; enters and retrieves information from various database systems. Assists the general public, outside groups and agencies, and City staff by providing routine information related to specific program areas or City operations and activities in general; refers constituents to appropriate City staff, department, or outside agency for further assistance as needed. Provides guidance and support to staff on the use of service request systems, Reno Direct services, and customer service best practices. Operates a variety of communication equipment, including telephones and telecommunication devices for the deaf (TDD); operates a variety of office equipment, including computers, copiers, and facsimile machines; utilizes various computer applications and software packages. Provides customer support for various City divisions by responding to inquiries, assisting with account or license information, and processing payments or service requests as needed Runs customized reports from service request tracking software as needed. Serves as a departmental liaison for information sharing, facilitating communication, and ensuring accurate distribution of policies, procedures, and updates. Performs other duties as required. Minimum Qualifications The following minimum qualifications are required to be met at the time of application. Education: Completion of a high school diploma or equivalent. Experience: One year of general office support and clerical experience, including customer service experience involving significant public contact or call center customer service experience. Licenses and Certifications: Valid driver's license. Bilingual candidates are strongly encouraged to apply. Supplemental Information To apply, please submit your completed application and all additional information/documentation requested online at by March 22, 2026, at 11:59 p.m. PT. If a computer or mobile device is not available to you, suggested locations to submit an online application include: the Reno City Hall 2nd floor computer kiosk or Civil Service Office, any Nevada Job Connect location, local libraries, or educational facilities. If you are having difficulty logging into your governmentjobs.com profile, please call the applicant support line at 855-524-5627. A complete application is required, including detailed work experience and education. Rsums may be submitted as supplemental information but will not be reviewed when determining minimum qualifications. Examination Process: Applicants must meet the minimum qualifications and pass the examination for this position to be eligible for hire. The examination will consist of online assessments, which include an Online Written Skills Test and a Customer Service Aptitude Profile, along with a Training and Experience evaluation (T&E) weighted as follows: Training & Experience Evaluation (T&E) = 20% Online Written Skills Test = 80% Customer Service Aptitude Profile = Informational purposes only Qualified applicants will be invited to participate in the online assessments once the recruitment has closed. These tests will be self-administered with no proctor, which means candidates will be able to complete them online at their convenience during the designated testing window. The instructions and guidelines will be emailed to qualified applicants after the recruitment closes on March 22, 2026. Please make sure to check for emails around this time, including your spam folder, so that you do not miss this testing opportunity. All assessments must be completed within the designated testing window to move forward in the hiring process. Subject areas that may be included on the online written skills test include: Customer Service, Attention to Detail, Interpersonal Skills, Problem Solving. Training and Experience Evaluation (T&E) Details: The T&E examination consists of a Supplemental Questionnaire. The questions may be viewed online under the tab marked "QUESTIONS" on the job announcement page. The T&E must be submitted online at the time of application. Responses to your T&E questions should be consistent with the information given in your application details. Answers are subject to verification. Failure to complete all of the questions or incomplete responses will result in a lower score; therefore, it is advantageous for you to provide a full and complete response to each supplemental question. In order to receive credit for education or training, you must attach copies of your transcripts, diploma, or relevant certificates to your online application. Resumes or questionnaires uploaded as attachments to the application will not be accepted in lieu of completing each question online. "See Resume" or "See above," etc., are not qualifying responses and will not be considered. Changes or corrections to your responses cannot be made once your application packet has been submitted. TIP: It may be more efficient to develop your responses in a word processing document and then paste them into the online questionnaire to be submitted. Notification: Applicants are notified by email of their examination results. Applicants who do not meet the minimum qualifications will also be notified within two weeks of the job posting closing. We highly recommend opting in to receive text message notifications. Follow-up text messages may include updates about your application, next steps, and interviews. If you haven't opted in before, the option will appear before you submit your application. If you've previously opted in or out, you can update your choice anytime in account settings in your governmentjobs.com profile. Testing Accommodation: We strive to ensure equal access for all individuals. If you require an accommodation due to a disability, you must inform the Chief Examiner by completing the Accommodation Request Form by the closing date of this announcement. All requests will be handled with confidentiality and respect. Employee/Veteran Preference in the Event of Tie Scores: Open Competitive Examination (Rule VII, Section 7): In the event of tie scores, candidates will be provided a rank preference in the following order: City of Reno classified employees who are veterans City of Reno classified employees who are not veterans City of Reno non-classified employees and external candidates who are veterans This preference is only used to break ties. Proof of honorable discharge must be submitted with the application. Promotional Examinations (Rule VIII, Section 7): If two or more employees earn the same final score (including seniority points), veterans' preference will be applied if any of the tied employees have submitted proof of an honorable military discharge. This preference is only used to break ties. If a tie still remains, it will be broken based on seniority in the current classification. Proof of honorable discharge must be submitted with the application. Seniority Points: Seniority Credit (Rule VIII, Section 9): Classified employees of the City of Reno shall receive seniority credit computed by adding to a passing score as follows: The final ranking will include the applicable seniority points added to the overall grade of the examination process. For each full year of continuous service completed, 0.2 points will be added up to a maximum of ten (10) years... 2 points will be the maximum. Appointment and Certification: Appointments to positions in the City's Civil Service system are made on the basis of examination. Scores resulting from a competitive examination are used in determining a person's rank on an eligible register. The department may

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