Senior Department Specialist
Performs a variety of administrative and customer service work in support of the processing functions of a department or division. Serves in a lead capacity over assigned staff and coordinates the activities of a customer service or administrative support function.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
- Receives general supervision from a manager, professional, or administrative supervisor.
- Exercises indirect supervision of other administrative or temporary staff or volunteers.
- Provide lead accountability for other employees within work unit, which may include scheduling, assigning, and reviewing work, instructing/training in work methods, and providing input into hiring and performance evaluation processes.
- Act as a resource or expert in program area, providing technical guidance to less experienced staff.
- Coordinate administrative processes for a department to include recommending, developing, and implementing administrative policies and procedures.
- Perform special studies and projects as assigned and required.
- Coordinate and administer general administrative programs for the department; act as main informational contact; ensure appropriate procedures are followed; make recommendations for modifications to procedures for improved efficiency and operations.
- Perform customer service duties for the department; interpret County/departmental policies, rules, and regulations in response to inquiries; conduct necessary research; route inquiries appropriately for more complex or technical matters; respond to customer complaints.
- Accept and process plans, specifications, forms, reports, legal documents, applications, or similar materials in accordance with legal and procedural requirements; ensure information is complete and in accordance with legal and procedural requirements; approve or deny services based on documentation and program requirements.
- Receive telephone calls and determine which calls can be handled personally and which should be referred; respond to a variety of informational and situational requests frequently requiring additional research.
- Compose and prepare replies to a wide variety of communications when information is factual in nature or involves matters of established policies, procedures, or standard practices; prepare original correspondence in response to customer and agency inquiries.
- Enter data into and maintain computer systems or databases; proof data entry and correct errors; run standard and ad hoc reports as required; may act as computer liaison with other agencies and departments.
- Establish and maintain office filing systems, files, and records. Assemble information upon request; develop and maintain related forms and documents.
- Schedule work orders, service calls, and other activities for departmental employees. Maintain activity and work logs. May dispatch other employees on a regular or emergency basis.
- Calculate, collect, and process application, service, filing, and work order fees. Maintain records and reconcile related accounts.
- Perform secretarial type duties as required including reception, typing, filing, mail processing, and similar type work.
- Perform other duties as appropriate or necessary for performance of the job.
Knowledge, Skills, & Abilities:
- Operation of standard office equipment including fax machines, copiers, and computers.
- Routine software and business applications including, but not limited to, word processing, spreadsheets, presentation software, and databases.
- Modern office practices and procedures.
- Accounting calculations including interest, percentage, decimals, and fractions.
- English language, proper grammar, punctuation, and spelling in other oral and written communication. Current business letter writing techniques and methods.
- Communicate clearly and concisely, both verbally and in writing.
- Read and comprehend department and County rules, regulations, policies, and standard operating procedures.
- Interpret and apply a variety of organizational policies and procedures.
- Perform duties independently without close supervision.
- Provide professional customer service to clients and public.
- Maintain sensitive and confidential information.
- Organize material and present information clearly and concisely in verbal and written form.
- Perform typing functions within required words per minute.
- Supervise and mentor clerical support staff in a productive and positive manner.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Four years of experience in a directly related field, or in the performance of similar secretarial duties and responsibilities.
- Equivalent to the completion of the twelfth grade, supplemented by additional secretarial or office administration coursework.