Administrative Assistant-Call Center Support

POSITION SUMMARY

The Community Services Department seeks an Administrative Assistant-Call Center Support. The Administrative Assistant supports our department by performing administrative services. They assist management with administrative tasks such as tracking and compiling information of interest, preparing various reports detailing administrative information, reads and answers correspondence, and sometimes handles confidential information. This job classification is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.

ESSENTIAL JOB FUNCTIONS

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Provides responsible and complex administrative and clerical duties in support of the Customer Support Center, including additional administrative support to Customer Support Center supervisors as needed.
• Processes and proofreads a wide variety of reports, letters, memoranda, and statistical charts, including performance metrics, call center data, and initiative tracking; types from rough draft or verbal instruction; may independently compose correspondence related to assigned responsibilities.
• Maintains a calendar of activities, meetings, and various events; coordinates activities with other City departments, outside agencies, and the community in support of division goals and resident services.
• Respond to and resolve complaints and requests for information on policies, procedures, systems and precedents relating to assigned responsibilities.
• Attends a variety of meetings; prepares and compiles agenda packets; takes and prepares minutes; transcription; disseminates information, as appropriate;
• Maintains detailed and accurate records; provides, creates and submits reports as required; handles confidential information with discretion and in accordance with City policies
• May prepare and maintain payroll for assigned division;
• Maintains department filing, records and rosters; develops, implements and modifies filing systems;
• Operates a variety of office equipment including copiers, facsimile machine and computer; inputs and retrieves data and text.
• Serving as the department's designated liaison for CRM platforms used across the call center, including ongoing outreach, user support, and activities that promote platform awareness and adoption among residents and stakeholders.
• Maintains inventory of supplies; obtains estimates for ordering purposes; orders supplies as needed; ensures compliance of policies and procedures;
• Performs related work as required.

JOB REQUIREMENTS, PREFERENCES & WORK ENVIRONMENT

MINIMUM REQUIREMENTS:

1. Successful completion of at least two (2) years of college coursework in Business Administration, Public Administration, or a closely related field from an accredited institution
2. Three (3) years of progressively responsible administrative experience in a call center, customer service, or other related intermediate administrative work environment.
3. Additional qualifying experience or coursework at an accredited college or university may substitute for the required education or experience on a year-for-year basis
4. If claiming Veterans' Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.
PREFERRED QUALIFICATIONS:
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
• Ability to type accurately at a minimum of 40 words per minute
• Familiarity with or experience using Accela, and any other related CRM platform
• Demonstrated excellence in customer service and interpersonal communication
As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads. PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS: The position is generally sedentary. Employees sit most of the time, but may walk or stand for brief periods of time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HOW TO APPLY & SUPPLEMENTAL INFORMATION

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law.