MAJOR FUNCTIONS

Performs public contact work responding to inquiries regarding division activities and transmitting information and routing service requests. Communicates directly with the public, supervisors, technicians, service workers, and community agencies. Performs secretarial, financial, and clerical work as required.

ILLUSTRATIVE DUTIES

Answers the Division’s main switchboard, answers general information questions or transfers call to appropriate staff, performs secretarial/clerical work and data processing of technical information, responds to inquiries as requested, and performs quality control work. Receives and appropriately refers complaints and service requests according to established office procedures and provides information as appropriate.

Operates a multi-line push button telephone. Receives and appropriately handles and/or refers inquiries received via telephone or in person from the public regarding division activities or requesting service. Performs multi-tasks simultaneously and accurately, such as listening, communicating, and data entry. Receives and appropriately expedites complaints/grievances received via telephone, in person, or in writing according to established procedures.

Performs secretarial/clerical work which follows established procedures. Assists by copying, distribution, invoice pre-audits, typing, setting up meetings, recording minutes, producing summary minutes, preparing paperwork for management staff, and any follow-up actions including maintaining files, database entry, account number assignment/verification. Performs other record keeping duties using personal computers, remote computer terminals (CRT), typewriters, facsimile machine, calculators, copy machines, and other general office equipment. Files documents, forms, and updates/maintains various forms. Assists with inventory of equipment as requested. Completes and prepares memorandums, reports, letters, forms, statements, and purchase orders as directed. Additionally prepares statistical, fiscal, budget or payroll forms, documents, reports as directed.

Deals with the public via telephone according to procedure, takes messages, transfers calls, provides information and/or responds to inquiries as directed. Uses independent judgment and/or makes necessary follow-up calls, uses paging system, and pages staff as needed. Assists in answering all staff telephone calls. Answers billing/statement inquiries and or complaints.

Prepares and disseminates routine notices, work records and forms. Posts data, fiscal and other record keeping information, including work and time records. Prepares and receives reports for verifying, correcting and updating information entered into computer maintenance management systems and databases. Prepare cost account record information/file via keying entry into a database system.

This position will complete purchases and assist in processing/paying invoices for Division goods and services as required.

Performs other related duties as assigned.

KNOWLEDGE, ABILITIES, AND SKILLS

Knowledge and ability to use a personal computer, computer terminal, and various software and database information learned from manuals and on-the-job training. Ability to learn the use of the equipment and terminology used within this work unit. Ability to learn assigned clerical tasks of office assigned and adheres to prescribed routines. Ability to understand and follow oral and/or written instructions. Ability to learn and maintain a filing system. Ability to deal courteously and effectively with the public, officials, and other employees. Ability to answer multi-line telephone and paging systems. Knowledge of English, spelling, and basic mathematics such as precentages. Ability to use a map to find customer addresses.

Must be able to move intermittently throughout the work day. Must be able to operate a motor vehicle. Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position can be fully met. Must be able to cope with the mental and emotional stresses of the job and deal with conflict in an appropriate manner. May be required to lift at least twenty five (25) pounds, move or maneuver equipment and supplies.

MINIMUM QUALIFICATIONS