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, and processes visitors in a professional manner.
- Efficiently operates a multi-line telephone console. Responds to caller's requests, answers questions, assists as appropriate or directs caller to proper destination. Effectively ask questions and gather appropriate information for quality handling of customer service calls, complaints, inquiries, and requests for general information.
- Provide accurate information and documentation for processing telephone calls, radio logs, department and city related information.
- Regularly uses Microsoft 365 Suite including Outlook, Word, Excel, and other work management software  as needed, etc.
- Operates a multi-channel two-way radio console in accordance with associated rules and regulations.
- Accurately maintains radio transmission / daily logs to record transmissions, calls, and activities.
- Participates in the coordination of Miss Utility locate requests.
- Assists with a variety of administrative and general office support duties as needed for DPW Operations departments including but not limited to typing, word processing, spreadsheets, photocopying, and detailed record keeping.
- Reacts quickly and calmly under emergency conditions.
- Substitutes as required to accommodate work scheduling 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
- High school diploma or general education degree (GED).
- One (1) year of related experience and/or training; or an equivalent combination of education, training, and experience.
- Customer service experience via phone and in person.
- Experience working in an environment that requires detailed documentation and effective 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, capable of taking initiative, a problem solver, and must have strong organizational skills.
- Ability to accurately type at a speed of 35 words per minute.
- Ability to read and comprehend simple instructions, short correspondence, and memos.Â
- Ability to write simple correspondence.Â
- Ability to effectively present information in one-on-one situations to customers, and other employees of the organization.
- Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. 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
- Ability to perform multiple tasks simultaneously.
- Ability to establish and maintain positive, effective working relationships with coworkers, customers, and vendors.
- Attention to detail and ability to adapt to changes in needs and processes.
- Ability to work independently with minimal supervision and capable of exercising good judgment.
- Ability to work well in a team setting in shared office/workspace.
- Ability to assist with the training of new team members.
Other Desirables
- Clerical support experience in a government 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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While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee is regularly required to move about in conjunction with their duties. The employee must occasionally lift and/or move up to 10 pounds. 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.