Senior Administrative Assistant / Action Center

Hiring Range: $45,978.84 - $57,473.55 (Depending on qualifications)
Full Salary Range: $45,978.84 - $68,968.26

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Under general supervision, this position provides a complete range of administrative services, including leadership and training of Action Center Representatives, assisting citizens, vendors, staff, and others via telephone and online submissions resolving complaints and/or problems, answering complex questions, and responding to a wide variety of city and community inquiries and requests. Assists the daily tasks of Action Center Representative by providing direction on job tasks, answering questions and concerns, resolving complex public inquiries and customer complaints, scheduling necessary staff for the Action Center operations and making essential decisions concerning customer service protocols. Prepare rooms and coordinate set-up for Council and other city meetings that are held in City Hall.
 
 Ability to effectively communicate, both verbally and in writing, with co-workers, the public and elected and appointed officials. Ability to empathetically interact with customers in a manner that will both assist and reassure them. Responsible for ensuring information located on the websites is current and programming issues are addressed in a timely manner. Prepare reports for service requests, resolutions and statistical data. Familiarization of City events and opportunities to assist customers with inquiries. Assists with open records requests that are received, in a timely manner by coordinating and processing public information requests including routing to the appropriate departments, reviewing for validity and approval, compiling cost estimations, and consulting with City Attorney as needed.

Responds to customer inquiries and complaints in a timely and efficient manner by resolving problems and explaining applicable policies and procedures. Inputs, completes and validates all computer entries in and around action items sent to various departments. Does follow-up on all action items not responded to within the appropriate timeframe and completes supplemental reports as needed. Assists with record retention requirements. 

Provides proactive administrative support in a variety of areas such as invoice processing, public information requests, documenting customer concerns, special project, etc. Assists with managing the flow of information covering Council Appointed Board and Commission members and coordinates application and appointment procedures. Responsible for scheduling and notification procedures for City Council Invocation scheduling. Responsible for maintaining contact lists, distributing annual invitations, assigning invocation dates, sending notifications, and maintaining records. Assist in the planning of the Annual City Council events.

Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.

High School Diploma or GED and five (5) years’ experience in a customer service-related position with computer operations experience or any other relevant experience. Associates degree, or higher and experience in a municipal environment highly desired.

Knowledge of generally accepted administrative procedures and practices, knowledge of customer service standards for excellence, ability to follow instructions both written and verbal. Ability to establish successful working relationships, to work under pressure in a fast-paced environment with frequent interruptions, ability to work with angry or difficult customers. Skill in the use of automated office equipment and standard office software, which includes databases and presentation programs, along with standard Microsoft Office products. Spanish speaking ability is desirable. 
 
Knowledge of database management, experience using document imaging software (knowledge of Laserfiche is a benefit), comfortable learning to edit and maintain departmental website and using postage machine to process outgoing mail for the City.

Valid driver's license required. Must have and maintain a good driving record in accordance with the driving standards established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.  

May occasionally have to work evenings and weekends as required.

Work performed in a climate-controlled office environment. Physical demands consist of sedentary work and minimal physical activity. Occasional lifting of file boxes during archiving of documents. Boxes may weigh up to 20 pounds. Work performed may cause fatigue of eyes and fingers. Requires sitting for long periods of time, manual dexterity and visual acuity in the use of computers. Must be able to work some evenings and weekends and on an on-call basis (as needed, with prior notification). Work overtime when necessary.