Administrative Assistant-Call Center Support

About the role

The Administrative Assistant supports the Community Services Department by performing administrative services. They assist management with administrative tasks such as tracking and compiling information of interest, preparing various reports detailing administrative information, reading and answering correspondence, and sometimes handling confidential information.

Responsibilities

• Provides responsible and complex administrative and clerical duties in support of the Customer Support Center, including additional administrative support to Customer Support Center supervisors as needed.
• Processes and proofreads a wide variety of reports, letters, memoranda, and statistical charts, including performance metrics, call center data, and initiative tracking; types from rough draft or verbal instruction; may independently compose correspondence related to assigned responsibilities.
• Maintains a calendar of activities, meetings, and various events; coordinates activities with other City departments, outside agencies, and the community in support of division goals and resident services.
• Responds to and resolves complaints and requests for information on policies, procedures, systems and precedents relating to assigned responsibilities.
• Serves as the department's designated liaison for CRM platforms used across the call center, including ongoing outreach, user support, and activities that promote platform awareness and adoption among residents and stakeholders.
• Maintains inventory of supplies; obtains estimates for ordering purposes; orders supplies as needed; ensures compliance of policies and procedures.
• Performs related work as required.

Requirements

• Successful completion of at least two (2) years of college coursework in Business Administration, Public Administration, or a closely related field from an accredited institution.
• Three (3) years of progressively responsible administrative experience in a call center, customer service, or other related intermediate administrative work environment.
• Additional qualifying experience or coursework at an accredited college or university may substitute for the required education or experience on a year-for-year basis.
• If claiming Veterans' Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.

Qualifications

• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to type accurately at a minimum of 40 words per minute.
• Familiarity with or experience using Accela, and any other related CRM platform.
• Demonstrated excellence in customer service and interpersonal communication.