Administrative Assistant - Senior (DPW)

Posting Expire: 12/6/24

Salary Range:$44,241.59-$53,132.76

Administrative Assistant, Sr General Description
The Administrative Assistant, Sr. G14 is an experienced level position in providing information and assistance to the public, including customers, constituents, and other parties, in person or by phone, email, or written correspondence, including difficult or challenging issues or resolving issues with difficult customers. Determines nature of problem or request and responds or directs individual to correct resource. This position coordinates logging and distribution of projects for plan review in software systems; and provides customer service for logging and tracking of all outgoing residential, commercial, and residential issues, cases, and work orders for DPW. Duties include but are not limited to investigating and resolving complaints; resolving escalations, assisting customers; preparing reports and documents; and providing information. May provide training or guidance to new representatives. This role also involves locating and referencing city-based maps and identifying DPW policies and procedures, GIS information, and CRM data in relation to customer inquiries.
 

Supervision Received: Works under general supervision of the Customer Service lead and follows standardized operating procedures and written instructions to accomplish assigned tasks.
 

Essential Duties & Responsibilities:

Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services.

Resolve complex or difficult issues. Assist customers through all communication channels. Uses citywide software applications to review and research requests submitted by customers to assist with resolution.

Engage with citizens either by phone or in person to determine details of the inquiry or problem. Assist customers with detailed DPW Information and location of data as requested Coordinates necessary corrections to tracking databases with individual reviewers on a weekly basis to ensure the most up-to-date information is being maintained and presented.

This position responds to walk-in inquiries, e-mail, and telephonic inquiries; and inquiries by DPW management, City Council and Mayor’s Office requests.

Responsible for coordination, logging, and distribution of initiatives and projects for review. Maintain appropriate logs and spreadsheets to track status of DPW reviews and resubmittals special projects.

Researches, gathers, and enters all pertinent facts pertaining to issues and complaints into a database during requests. Contacts departments as appropriate to secure information and/or refer issues and complaints for a response.

Advises departmental personnel, citizens, and others on the status of cases pending, and makes referrals to other agencies as appropriate.

Assist in receiving and distributing telephone calls and responds to complaints, problems, and concerns which includes making records of customer calls, analyzing records, and conferring with departmental personnel regarding same Receives, reviews, routes and/or processes various forms, requests and reports, files, records, and documents from the public and/or other departments. Reads and applies various documents such as maps, procedures, and regulations to work situations.
 

Decision Making: The Administrative Assistant, Sr. will serve as the liaison between DPW and the constituent. Additionally, the Administrative Assistant, Sr. should be able to think outside the box and fully engage in collaborative efforts to provide resolutions to the customers.
 

Leadership Provided: Position is an entry level individual contributor and may provide training or guidance to less experienced representatives.
 

Knowledge, Skills & Abilities:
Through knowledge of principles and practices of best-in-class customer service. Communicate effectively, both orally and in writing Use independent judgment and make sound decisions in accordance with established procedures and policies. Work effectively and efficiently under stress and meet deadlines as required. Works collaboratively with team members to resolve customer challenges. Ability to use specialized office data systems and standard office software. Ability to establish and maintain effective working relationships with fellow employees, other officials, representatives of other government agencies, developers, and the public. Ability to provide information and to answer questions pertaining to the City’s Site Development procedures in a tact and courteous manner to the public. Ability to gather relevant information to solve practical problems.
Knowledge of customer