JOB TITLE: ADMINISTRATIVE ASSISTANT - 311 CALL CENTER
DEPARTMENT:Public Works
REPORTS TO:Public Works Director
FULL TIME:YES
GRADE:F (RATE OF PAY: $20.09hr)
JOB SUMMARY:
The person employed in this capacity will perform his/her duties under the direction of the Public Works Director along with the 311 Supervisor. The City of Jackson is seeking a dedicated and customer-oriented individual to join our team as 3-1-1 Call Center Operator. In this vital role, you will serve as the first point of contact for residents reaching out to the city with various inquiries, service requests, and non-emergency issues. Your commitment to providing empathetic, accurate, and efficient service will directly contribute to enhancing community engagement and satisfaction with city services.
ESSENTIAL JOB FUNCTIONS:
- Communicate effectively, courteously, and clearly with the public and other city employees by telephone, email, in person, or in writing.
- Handle Large volumes of inbound and outbound calls in a timely manner.
- Process emails, voicemails, etc. as assigned.
- Must be able to follow communication scripts, or go off script as needed to resolve customer issues.
- Must be able to take incoming calls, emails, or other correspondence and direct them through the City's work management system to the appropriate department.
- Process and distribute incoming mail.
- Must follow-up with various departments to assure work orders are completed efficiently.
- Competently perform under stress when confronted with priority situations and complaints.
- Concentrate on assigned tasks through many distractions.
- Comprehend and perform applicable departmental orders.
- Answer phones and enter work orders.
- Create, file, and distribute correspondence and reports for Administration and/or the 311 Supervisor.
- Operate all office equipment used to perform duties of the position, including minor maintenance such as unjamming, adding paper, changing ribbons, cartridges etc.
- Accurately read, comprehend, and record information in a timely manner from reports, correspondence, computer screens, and printouts.
- Perform a variety of tasks, often changing quickly from one task to another without the loss of efficiency and composure.
- Create reports from data for the City website and Administration overview.
- Perform other related work as assigned or required by supervisor.
TOOLS/EQUIPMENT
- Telephone
- Computer
- Car or Truck
- All office equipment
EXPERIENCE, TRAINING, KNOWLEDGE, AND SKILLS / REQUIRE QUALIFICATION
- Knowledge and ability to follow and perform general office procedures and equipment.
- Must have the ability to deal efficiently and courteously with the public concerning questions, complaints, and have problem solving abilities.
- Proficient in performing data entry, using the internet, Word, Excel, and ability to grasp new computer programs.
- Commitment to being a part of a team as well as ability to work independently.
- Must possess strong organizational skills and have the ability to multitask.
- Must be able to participate in ongoing training programs to enhance knowledge of City Services, call center technology, and customer service best practices.
- Availability to work in shifts, including evenings, weekends, and holidays, if needed.
WORK ENVIRONMENT:
- This role is primarily office-based, requiring prolonged periods of sitting and extensive use of computer and telephone systems. This position may involve dealing with distressed or frustrated callers, requiring patience, understanding and resilience.
- The office is a very busy environment and requires excellent communication skills with the City of Jackson customers along with co-workers inside our office and external departments.
PHYSICAL DEMANDS
- Ability to sit, lean, and twist to access supplies, records, and reports.
- Ability to bend, crouch, stand, walk, or move around in a busy office environment.
- While performing the duties of this job, the employee is occasionally required to lift files & reports from desktops, file drawers and boxes of reports to be stored in appropriate locations, up to 25 pounds.
REQUIRED EDUCATION, DEGREES, CERTIFICATES, AND/OR LICENSE
- High School Diploma or GED
- Valid Driver's License.
- Minimum 2 years Customer Service Experience is Desired
APPLY FOR THIS POSITION
EOE/M/F/V/D