Contact Center Representative II

Essential Duties and Responsibilities

• Lead day-to-day, multifunctional business and administrative support such as data entry, processing notices of violations, the issuance of work orders to city contractors for the abatement of ordinance violations and process miscellaneous mailings and interdepartmental communications.
• Process open records requests according to the Public Information Act.
• Respond to general inquiries through answering telephone calls, e-mails or face-to-face communication and direct calls and inquiries to appropriate personnel.
• Provide one-on-one interaction with customers and assist with processing permits/receipts for point-of-sale transactions.
• Create, prepare and maintain office files, including filing and updating personnel folders.
• Aid in analyzing and maintaining department accounting and budget records.
• Maintain data to generate reports, presentations, and assist with research and projects.
• Some financial reporting responsibilities and may be involved in processing deposits.
• May assist with accounts payables and receivables processing.
• Send, receive and distribute documents, including faxes and correspondence to appropriate department personnel.
• Provide support to departmental management and staff.
• Copy, code, and route P-Card expenditures assigned to the department, as well as, reconcile monthly P-Card statements for staff approval.
• Assist with processing substandard red tag letter notifications and research.
• Provide on-the-job training staff.

Minimum Qualifications

• A High School Diploma or General Equivalency Diploma (G.E.D.)
• 4 years of administrative and/or call center experience
• Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

• Some college courses completed or training beyond the high school level
• 4-6 years’ experience in bookkeeping, accounting, finance, customer service and/or administrative support
• Bilingual proficiency in Spanish and English preferred