ADMINISTRATIVE ASSISTANT III

Administrative Assistant III – Solid Waste Division

This position provides advanced clerical, administrative, and customer service support for the Solid Waste Collection and Disposal Divisions. Serves as the primary point of contact for residents, businesses, contractors, and City employees by responding to high-volume telephone calls, emails, and walk-in inquiries regarding Solid Waste services. Responsibilities include creating, scheduling, assigning, tracking, and closing customer service requests through the City's work order management system; coordinating service requests with field personnel; maintaining customer accounts, operational records, and departmental files; processing invoices and payment vouchers; maintaining electronic and paper records; preparing reports and correspondence; and supporting the daily operations of the Solid Waste Division while providing exceptional customer service.

Essential Responsibilities

• Answers high-volume telephone calls, emails, and walk-in inquiries regarding residential and commercial refuse collection, recycling, brush and bulk collection, roll-off containers, cart delivery, cart exchange, cart repair, landfill services, transfer station operations, and other Solid Waste services.
• Serves as the primary customer service contact for the Solid Waste Division.
• Creates, schedules, assigns, updates, tracks, and closes customer service requests using the City's work order management system.
• Coordinates service requests with route supervisors, drivers, equipment operators, landfill personnel, dispatch, and management.
• Investigates customer complaints by researching account history, reviewing work orders, communicating with field personnel, and following up with customers.
• Communicates route changes, delays, weather impacts, equipment downtime, and holiday schedules.
• Maintains electronic and paper filing systems; scans, indexes, retrieves, archives, and manages records in accordance with City retention policies and Public Information requirements.
• Maintains personnel, operational, uniform, locker assignment, and administrative records as assigned.
• Prepares correspondence, reports, spreadsheets, presentations, and other documents.
• Schedules meetings and maintains calendars as assigned.
• Opens, sorts, distributes, and prepares incoming and outgoing mail.
• Maintains office supply inventory.
• Provides backup administrative support and cross-trains with other staff.
• Participates in emergency operations and special projects.
• Performs other related duties as assigned.

Minimum Requirements

High School Diploma or GED and two (2) years of clerical, administrative, customer service, or office support experience involving frequent public interaction. Experience in municipal government, public works, utilities, or Solid Waste operations preferred. Experience with Microsoft Office and computerized work order management systems preferred. Valid Texas Driver License may be required. Bilingual (English/Spanish) preferred.

Knowledge, Skills, and Abilities

Knowledge of customer service; work order management systems; records management; Microsoft Office; purchasing and invoice processing; City policies and ordinances related to Solid Waste. Skills in customer service, communication, work order management, organization, data entry, filing, report preparation, conflict resolution, and operating standard office equipment. Ability to manage multiple priorities, coordinate with field personnel, maintain confidentiality, communicate effectively, interpret policies, learn City software, and work independently and as part of a team.

Ada Profile

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The employee may exert up to 20 pounds of force occasionally and up to 10 pounds frequently to lift, carry, push, pull, or move objects. Frequent sitting, keyboarding, telephone use, reaching, bending, walking, standing, hearing, speaking, seeing, and repetitive hand movements are required.

Work Environment

Primarily works in an indoor office environment with frequent interaction with the public and field personnel. Requires continuous telephone and computer use, frequent interruptions, and the ability to manage multiple priorities. May occasionally visit Solid Waste facilities. Subject to overtime, callback, and emergency operations during inclement weather or other emergency events.

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office.