DEFINITION:

Under general supervision, performs varied customer service and office support work for the City including telephone and front counter reception and directing callers and visitors to the appropriate staff; provides information and assistance to the general public; provides a variety of office support activities to an assigned City department, which may include word processing, data entry and organization, record keeping, and filing; and performs related work as required.
 
SUPERVISION RECEIVED AND EXERCISED:
 
Receives general supervision from assigned supervisory or management staff.  Exercises no supervision of staff.  
 
CLASS CHARACTERISTIC:

This is the first working-level classification in the City’s office support series that primarily performs customer relations and reception functions for the City by operating telephone systems and assisting/directing callers and visitors according to established policies and procedures.   Incumbents also perform basic office support duties, including document preparation, record keeping, compiling and organizing information, processing incoming mail, issuing documents, and processing applications.   The work fits an established structure or pattern and exceptions or changes in procedures are explained in detail as they arise.  This class is distinguished from the Executive Assistant I in that the latter performs a wider variety of administrative and office support duties requiring additional training and/or experience and more specialized experience with and knowledge of processes, functions, and activities of the assigned department.

EXAMPLES OF TYPICAL JOB FUNCTIONS:
 

• Screens calls and visitors; greets visitors at front counter and directs them to appropriate locations and/or staff; responds to complaints and requests for information; assists in interpreting and applying regulations, policies, procedures, rules, and precedents in response to inquiries and complaints from the public; directs callers to appropriate City staff.
• Answers multi-line phone system; routes messages from general voicemail box to appropriate City staff.
• Receives, opens, sorts, and routes incoming mail and packages; routes facsimile documents received to appropriate staff; logs and arranges pick-up of outgoing packages.
• Performs a variety of routine office support duties to support departmental operations, including filing, data entry, and preparing spreadsheets, files, records, and reports.
• Processes applications and requests for documents; maintains databases, spreadsheets, and weekly logs; uploads documents, spreadsheets, permits, and other materials to City’s website; creates program guides.
• Processes program applications pertaining to the assigned department; may take photos and issue identification cards; updates applicant data; creates program guides, spreadsheets, and temporary program documents; explains program guidelines and services; orders program supplies as necessary.
• Maintains accurate and detailed records, verifies accuracy of information, researches discrepancies, and records information. 
• Verifies and reviews forms and reports for completeness and conformance with established regulations and procedures; applies departmental and program policies and procedures in determining completeness of applications, records, and files.
• Prepares, copies, collates, and distributes a variety of documents, including letters, notices, and forms, rosters; ensures proper filing of copies in departmental or central files. 
• Maintains and updates departmental record systems; enters, updates, and retrieves information from computer application systems as required.
• Performs other duties as assigned. 

KNOWLEDGE OF:
 

• Modern office practices, methods, and computer equipment and computer applications related to work.
• Record keeping principles and procedures.
• English usage, grammar, spelling, vocabulary, and punctuation. 
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

• Respond to and effectively prioritize multiple phone calls and other requests for service.
• Learn, interpret, and apply administrative and departmental policies and procedures. 
• Perform responsible clerical support work and be able to type with accuracy, speed, and minimal supervision.
• Learn and understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. 
• Organize, maintain, and update office database and records systems. 
• File materials alphabetically, chronologically, and numerically. 
• Enter and retrieve data from a computer with sufficient speed and accuracy to perform assigned work.
• Organize own work, set priorities, and meet critical time deadlines.
• Operate modern office equipment including computer equipment and software programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and judgment within narrowly defined policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. 

EDUCATION AND EXPERIENCE:
 
Equivalent to the completion of twelfth (12th) grade and one (1) year of general office clerical experience.
 
LICENSES AND CERTIFICATIONS:
 

• Possession of an appropriate, valid driver’s license and insurability at regular rates for the City’s automobile insurance.