Administrative Support Professional

JOB GENERAL SUMMARY

Under supervision, interact with customers to provide basic or scripted information in response to routine inquiries about services; handle and resolve general complaints; answer inquiries and provide information to the general public, customers, visitors and other interested parties regarding activities conducted at the location of departments, offices and employees within the City of Dubuque organization; perform entry-level clerical duties including answering telephones, bookkeeping, typing or word processing, office machine operation, and filing; and performing other duties as assigned. This valuable team member will be an integral part of supporting efforts to become a high-performance, data-driven, and outcome-focused organization with the ultimate goal of creating a community of belonging and organization of choice, through planning, partnerships, and people. The individual should have strong emotional intelligence and a continuous improvement mindset which will add value to our organization and community people, integrity, responsibility, innovation and teamwork.

DISTINGUISHING FEATURES OF THE CLASS

Work in this class involves responsibility for the performance of administrative, secretarial, communication, policy, billing/ revenue, accounts payable and receivable, clerical duties, providing customer service; and assisting the administrative team. Employees in this class are required to exercise some independent judgment in this class.

EXAMPLE OF DUTIES

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs. Record personnel information; and information from meetings or other formal proceedings. Deals with highly confidential and sensitive information pertaining to decision-making processes. Maintain confidentiality of privileged information obtained in the course of work. Schedule appointments and meetings. Prepare documentation for contracts, purchase orders, budget transactions, or regulatory compliance; employee work schedules; informational or reference materials, research, and technical reports; and business correspondence across departments. Assisting with month-end closing activities. Manage tasks or contribute to committee or teamwork. Draft and or proofread documents, policy, records, memos, or other files to ensure accuracy. Respond to customer inquiries, problems or complaints. Make travel, accommodations, or entertainment arrangements for others. Participate in the City's intercultural competency training and program. Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Administrative/Clerical

• Knowledge of modern administrative, office and clerical procedures, systems, and equipment such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology. Customer and Personal Service
• Knowledge of principles and processes for providing customer and personal services which includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Active Listening
• Listening to others, not interrupting, and asking good questions. Deductive and Inductive Reasoning
• Coming up with general rules and answers from lots of detailed information and using them to solve problems. Computers and Electronics
• Knowledge of electronic equipment, computer hardware and software, including applications and programming.