Administrative Assistant/Customer Service Representative

Position Summary:

Under the supervision of the Finance Director, performs a variety of duties. Attends to customers at the front counter, collects payments, and assists with other financial activities.

Essential Job Functions:

An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

1. Provide the highest standards of customer service while attending to the counter and phones.

2. Receives and posts payments made to the City and maintains accurate accounting of all funds received. These include water bills, property tax payments, permits, dog licenses, and building & park rentals.

3. Balances cash drawer and utility service accounts and prepares funds for deposit.

4. Respond to standard and complex inquiries and provide general information to citizens regarding City operations, policies, and procedures. Resolves routine issues independently and refers more complex situations to the appropriate party.

5. Enters information into the BS&A software system. Assist the Building Department with processing of permits and scheduling of inspections.

6. Processing and distributing daily mail.

7. See-Click Fix – an online system for citizens to request services. Monitor requests to confirm they are assigned to the appropriate staff. Monitor the status of any open items and follow up as necessary.

8. Parks & Facilities Rental Assistance - Provide outstanding, customer-centric service to all those renting our facility or expressing interest in rentals.

o Enthusiastically answering questions about rentals in person, over the phone, and via email.

o As a main point of contact with residents and non-residents, positively marketing our facilities whenever possible.

o Patiently and compassionately explain rental rules, if asked about them.

o Guiding renters through the rental paperwork process from application to return of security deposit, including reminder phone calls.

o Promptly returning voicemails related to rental inquiries.

o Directing complex questions, issues, or complaints to appropriate staff.

9. Rental Records - Keep clear, thorough, and accurate records of rentals and financial transactions. Including, but not limited to:

o Updating written calendars and Outlook calendars with rental bookings

o Collecting rental paperwork and maintaining them in a simple filing system

o Accurately processing rental payments and recording them

o Accurately issuing return of security deposit

o Post information on rental setups promptly

o Communicate any special requests/unusual circumstances to Parks & Rec Coordinator or designee

o Communicate any rental-related building issues to Parks & Rec Coordinator or designee

10. Demonstrate outstanding teamwork and interpersonal communication with staff and building rental contractors:

a. Post information on rental setups promptly

b. Communicate any special requests/unusual circumstances to Parks & Rec Coordinator or designee

c. Communicate any rental-related building issues to the Parks & Rec Coordinator or designee

11. Updating the Special Assessment list for overdue water bills. Notifying residents of outstanding water payments being applied to the Special Assessment List.

12. Enters data, creates, and maintains spreadsheets, and prepares standard and special reports. Prepares and composes forms, correspondence, reports, memos, receipts, vouchers, and other similar documents.

13. Serves as a backup to other City functions as operational needs demand.

14. Keeps abreast of new administrative techniques and current issues through continued education and professional growth. Attends workshops and seminars.

15. Performs other related work as required.

Required Knowledge, Skills, Abilities, and Minimum Qualifications:

The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

• An associate degree or equivalent in business administration, public administration, or related field is required.
• Previous municipal experience highly preferred.
• State of Michigan Vehicle Operator’s License, satisfactory driving records, and the ability to maintain one throughout employment.
• Excellent customer service skills, including responding diplomatically to customer and internal questions and complaints.
• Strong knowledge of City services, organizational structure, and general municipal operations to effectively direct and assist the public.
• Knowledge of the laws, ordinances, related legislation, and professional principles and procedures about community and economic development.
• Skill in maintaining and updating accurate records, preparing reports, and evaluating complex information.
• Skill in the use of office equipment and technology, including computers, specialized financial systems, and other related software, and the ability to master new technologies.
• Ability to type, enter data, and complete mathematical computations with speed and accuracy.
• Ability to gather data, conduct research, and prepare accurate records and reports.
• Ability to communicate effectively and present ideas and concepts orally and in writing.
• Ability to establish effective working relationships and use good judgment, initiative, and resourcefulness when dealing with employees, City officials, professional contacts, community leaders, the media, and the public.
• Ability to critically assess situations, problem-solve, exercise a high degree of diplomacy, and work effectively under stress, within deadlines, and changes in work priorities.
• Ability to attend meetings and events outside of normal business hours and travel to other locations.

Physical Requirements and Work Environment:

The physical demands and work environment described here are representative of those employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the job.

An employee in this position regularly works in an office setting with a controlled climate where they sit and work on a computer for extended periods, communicate by telephone, email, or in person, and move around the office or travel to other locations. The noise level in the work environment is usually quiet.

While performing the duties of this job, the employee is occasionally required to travel to locations within the City and work outside the office at various events and community activities. The employee may be required to exert moderate physical activity setting up and tearing down for events and lifting moderate to heavy items and/or equipment. The employee may be required to traverse uneven ground, stand, walk, stoop, kneel, crouch, or crawl, and encounter fumes, dust, chemicals, or other hazardous materials and equipment. The employee is occasionally exposed to adverse weather conditions, loud noises, or moving mechanical parts. The noise level in the work environment is usually quiet and may be loud in field situations.

Job Type: Full-time

Pay: $49,048.00 - $56,778.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Lathrup Village, MI 48076: Relocate before starting work (Required)

Work Location: In person