Administrative Assistant Computer Information Systems, Inc. - 4.0 Derby, KS Job Details Full-time $35,000 - $45,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance Paid time off Vision insurance Qualifications Teamwork Interpersonal skills Phone communication High school diploma or GED Attention to detail Desktop applications Telephone systems Multi-line phone systems Productivity software Quality data entry Customer data entry Full Job Description Position Summary The Computer Information Systems Administrative Assistant serves as the first point of contact for callers to CIS. This position provides professional and helpful caller experience, determines the purpose and urgency of each call, routes general business calls to the appropriate person or department, and accurately documents customer support requests for follow-up. The role is responsible for consistent phone coverage during assigned hours and for helping customers reach the right resource as efficiently as possible. Essential Duties and Responsibilities

• Answer inbound calls for CIS and the Customer Support team promptly, professionally, and courteously.
• Identify the caller, agency or organization, callback information, reason for the call, and the appropriate department or team member.
• Route general business calls to the correct CIS department and use warm transfers when practical.
• Create or update support tickets in the company ticketing system with complete, clear, and accurate information, including the customer impact and urgency.
• Confirm key details with customers, such as the affected product, number of users affected, error messages, recent changes, and best contact method.
• Recognize urgent public safety or operational issues and immediately follow established escalation and notification procedures.
• Provide approved basic guidance, status information, and self-service resources while avoiding unsupported technical advice or commitments.
• Monitor phone and support queues, voicemails, and assigned follow-up items to ensure requests are acknowledged and directed appropriately.
• Maintain accurate customer, contact, agency, and call records while protecting confidential and sensitive information.
• Help maintain phone scripts, routing information, contact lists, and commonly used customer resources.
• Provide reliable coverage throughout the scheduled workday and coordinate planned breaks or absences to prevent coverage gaps.
• Perform other related duties as assigned. Customer Service Standards
• Treat every caller with patience, respect, and professionalism, including during high-stress or time-sensitive situations.
• Listen actively, ask concise clarifying questions, and summarize the request to confirm understanding.
• Take ownership of accurate call intake and routing, even when another employee or team will resolve the request.
• Use clear, plain language and avoid technical terminology that may confuse the caller.
• Document facts objectively and avoid assumptions, or unnecessary commentary in customer records. Required Qualifications
• High school diploma or equivalent.
• Professional verbal and written communication skills.
• Ability to remain calm, organized, and courteous while handling multiple calls and priorities.
• Strong listening, note-taking, data-entry, and attention-to-detail skills.
• Comfort using business phone systems, email, Microsoft Office applications, and web-based software.
• Ability to learn CIS support procedures, customer terminology, and escalation guidelines.
• Dependable attendance and availability to work the established 9:00 a.m. to 6:00 p.m. Central Time schedule. Preferred Qualifications
• One or more years of experience in customer service, a call center, help desk, dispatch, reception, or a similar phone-based role.
• Experience using a ticketing or customer relationship management system, such as Zoho Desk.
• Experience supporting software customers, public safety agencies, government organizations, or other mission-critical environments. Core Competencies
• Customer focus and professionalism
• Clear communication and active listening
• Sound judgment and appropriate escalation
• Accuracy and attention to detail
• Time management and prioritization
• Teamwork, dependability, and accountability
• Discretion with confidential information Work Environment and Physical Requirements This position primarily involves computer and telephone work in a professional office or approved remote-work environment.

The employee must be able to communicate clearly by telephone and electronic channels, remain at a workstation for extended periods, and use standard office equipment. Reasonable accommodation may be provided to enable qualified individuals to perform the essential functions of the position. Position Expectations This job description summarizes the primary responsibilities and qualifications of the position. It is not intended to list every duty or requirement. Responsibilities may change based on business needs, customer needs, staffing, and organizational priorities

Pay:

$35,000.00 - $45,000.00 per year

Benefits:

Dental insurance Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person