Job Summary

This position is responsible for providing accurate city information, quality customer service, telephone switchboard coverage, radio dispatch, administrative support, accurate documentation, and data entry. This department operates 24/7 and all staff is required to assist as needed to accomplish this. Employees who work non-business hours are required to work alone. This position is considered "essential personnel" and will be required to be able to respond to emergencies as needed.

Essential Duties And Responsibilities

Screens, receives, andÂ processesÂ visitorsÂ inÂ aÂ professionalÂ manner.
Efficiently operates a multi-line telephone console. Responds to caller's requests, answers questions,Â assistsÂ asÂ appropriateÂ orÂ directsÂ callerÂ toÂ properÂ destination. EffectivelyÂ askÂ questions and gather appropriate information for quality handling of customer service calls, complaints, inquiries, and requests for general information.
ProvideÂ accurateÂ informationÂ andÂ documentationÂ forÂ processingÂ telephoneÂ calls,Â radioÂ logs, department and city related information.
Regularly uses Microsoft 365 Suite including Outlook, Word, Excel, and other work management software Â as needed, etc.
OperatesÂ aÂ multi-channelÂ two-wayÂ radioÂ consoleÂ inÂ accordanceÂ withÂ associatedÂ rulesÂ and regulations.
AccuratelyÂ maintainsÂ radioÂ transmission / daily logsÂ toÂ recordÂ transmissions, calls, andÂ activities.
ParticipatesÂ inÂ theÂ coordinationÂ ofÂ MissÂ UtilityÂ locateÂ requests.
AssistsÂ withÂ aÂ varietyÂ ofÂ administrativeÂ andÂ generalÂ officeÂ supportÂ dutiesÂ asÂ needed for DPW Operations departments including but not limited to typing, wordÂ processing,Â spreadsheets,Â photocopying,Â andÂ detailed recordÂ keeping.
ReactsÂ quicklyÂ and calmlyÂ under emergencyÂ conditions.
SubstitutesÂ asÂ requiredÂ toÂ accommodateÂ workÂ schedulingÂ needs.
Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Required Education And/Or Experience

HighÂ schoolÂ diplomaÂ or general education degreeÂ (GED).
One (1) yearÂ ofÂ relatedÂ experienceÂ and/orÂ training;Â orÂ an equivalent combination of education, training, and experience.
CustomerÂ serviceÂ experienceÂ viaÂ phoneÂ andÂ inÂ person.
ExperienceÂ workingÂ inÂ anÂ environmentÂ thatÂ requires detailed documentation andÂ effectiveÂ multi-tasking.

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REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):

General knowledge of PC operations and word processing and/or spreadsheet software; or the ability to quickly obtain these skills.Â
Self-motivated,Â capableÂ ofÂ takingÂ initiative,Â aÂ problemÂ solver,Â andÂ mustÂ haveÂ strongÂ organizational skills.
Ability to accuratelyÂ type at aÂ speedÂ ofÂ 35Â wordsÂ per minute.
Ability to read and comprehend simple instructions, short correspondence, and memos.Â
Ability to write simple correspondence.Â
AbilityÂ toÂ effectivelyÂ presentÂ informationÂ inÂ one-on-oneÂ situations to customers, and other employees of the organization.
AbilityÂ to addÂ andÂ subtractÂ two-digitÂ numbersÂ andÂ toÂ multiplyÂ andÂ divideÂ withÂ 10'sÂ andÂ 100's.Â Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.Â
Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to react quickly and calmly under emergency conditions.Â
AbilityÂ to performÂ multiple tasks simultaneously.
AbilityÂ toÂ establishÂ andÂ maintainÂ positive,Â effectiveÂ workingÂ relationshipsÂ withÂ coworkers, customers, and vendors.
AttentionÂ toÂ detailÂ and abilityÂ to adaptÂ toÂ changesÂ in needsÂ andÂ processes.
AbilityÂ toÂ workÂ independentlyÂ withÂ minimalÂ supervisionÂ andÂ capableÂ ofÂ exercisingÂ good judgment.
AbilityÂ toÂ workÂ wellÂ inÂ aÂ teamÂ settingÂ inÂ sharedÂ office/workspace.
Ability to assist with the training of new team members.

Other Desirables

ClericalÂ supportÂ experienceÂ inÂ aÂ governmentÂ environment.
Ability to communicate in Spanish as a second language.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by the incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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WhileÂ performingÂ theÂ dutiesÂ ofÂ thisÂ job,Â theÂ employeeÂ isÂ regularlyÂ requiredÂ toÂ sit forÂ prolongedÂ periods of time; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.Â The employee is regularly required to move about in conjunction with their duties.Â The employee must occasionally lift and/or move up to 10 pounds.Â Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

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WORK ENVIRONMENT/CONDITION: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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While performing the duties of this job, the employee is regularly required to work in a typical office setting. The noise level in the work environment is usually quiet.

The City of Frederick

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