Administrative Support Representative

Overview

Under general supervision, perform complex office administrative support duties to assist external customers and to support the Operations Department.

Note: 2nd Shift work schedule.

Essential Functions:

• Supports 24/7 operations.
• Answer and respond to internal and external customer requests, inquires, and complaints; obtain and evaluate all relevant data to handle customer complaints;
• Provide customers information regarding their concern and services offered
• Advise customers about the possible remedies or solutions regarding their problem not offered by MSD
• Record details of comments, complaints, and inquiries into a CMMS system
• Follow-up on customer inquiries not immediately resolved
• Report problem situations to management
• Receive, research, and resolve Dig Rite tickets utilizing the CMMS system, and the Missouri One Call database
• Dispatch emergency complaints to work crews; utilize web based platform reports to monitor customer correspondence needs
• Document correspondence in the CMMS system
• Utilize Web based platform reports to identify data entry errors in the CMMS system and make correction
• Perform office administrative support work preparing a variety of documents and complex reports
• File documents and transcribe minutes of meetings
• Complete and prepare reports into various administrative software and departmental specific computerized applications
• Remain current on changes in policies, procedures and services
• Position will involve shift work with flexibility to work additional shifts/extended hours as needed and routine off-site visits to various District locations
  
  Additional Responsibilities:
• Assist with special projects as assigned; perform related work as required or as delegated by supervisor.

Physical Demands

• Stationary Position - Occasionally
• Move/Traverse - Occasionally
• Stationary Position/Seated - Constantly
• Transport/Lifting - Rarely
• Transport/Carrying - Rarely
• Exerting Force/Pushing - Rarely
• Exerting Force/Pulling - Rarely
• Ascend/Descend - Rarely
• Balancing - Rarely
• Position Self/Stooping - Rarely
• Position Self/Kneeling - Rarely
• Position Self/Crouching - Rarely
• Position Self/Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Repetitive Motions - Frequently
• Coordination - Frequently

Responsibilities

Qualifications

Training and Experience:

• Graduation from high school or equivalent, AND
• Three (3) years of progressively responsible experience in customer service and/or administrative support.
• Must possess a valid driver's license issued by the state in which the employee resides.

Desirable Knowledge, Skills and Abilities:

• Ability to prioritize and manage multiple tasks, varied responsibility, and provide off-site assistance
• Ability to work independently; Strong knowledge of customer service methods and practices
• Good computer knowledge of Microsoft Office products and clerical skills
• Strong verbal and written communication skills
• Ability to comprehend, capture, and interpret customer information
• Ability to analyze various parts of a problem properly and determine correct course of action
• Skill in exercising independent judgment
• Ability to think and act quickly in emergencies
• Skill in dealing effectively with the public under adverse conditions
• Skill in maintaining effective working relationships

SPECIAL REQUIREMENT:

Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.

Employees of MSD must have a "Meets Expectations" on their current performance evaluation.