Administrative Assistant I/II - Passport Acceptance Agent

City of Westminster, CO•Westminster, CO

47d•Onsite

About The Position

The Administrative Assistant I/II - Passport Acceptance Agent performs a variety of moderately complex administrative tasks and serves as a key point of contact for the public. This position is the first point of contact for visitors at City Hall and for callers to the City's main phone line, requiring a high level of professionalism and exceptional customer service skills. The role involves frequent interaction with both the public and City staff, supporting the delivery of essential services. It requires excellent communication abilities, a broad understanding of City operations, strong office support skills, and proficiency in using standard office technology and software. In addition, this position serves as a certified Passport Acceptance Agent. Responsibilities include assisting customers through the passport application process-scheduling appointments, meeting with applicants, and ensuring all required documentation is accurately completed and submitted to the U.S. Department of State. Administrative Assistant I - Passport Acceptance Agent: The Administrative Assistant I is an intermediate-level class in the administrative support series responsible for a variety of routine to semi-complex clerical/administrative and staff support work. Incumbents have knowledge of standard administrative practices and procedures with some related experience in a similar position. Administrative Assistant II - Passport Acceptance Agent: The Administrative Assistant II is an advanced-level class in the administrative support series, responsible for a wide variety of semi-complex to complex clerical/administrative and staff support work. Incumbents can complete tasks and projects with technical/functional latitude and minimal oversight. They have directly related experience for the position and are competent in all aspects of routine administrative support. This is an in-person position located at City Hall. The incumbent will be required to work on-site Monday through Wednesday between the hours of 8:00 a.m. and 5:00 p.m. The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee's level of proficiency and usage. The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service - People - Integrity - Respect - Innovation - Teamwork). Every employee is accountable to: Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback Act as an ambassador by understanding and fostering the organization's mission and vision Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner Demonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behavior Address difficult or contentious issues in a constructive manner Support/promote change; demonstrate flexibility, and take calculated risks when appropriate Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization Work to continuously improve the efficiency and effectiveness of the service or product being delivered Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences GENERAL COMPETENCIES Citywide - Every employee in this position is accountable to: Establish effective interpersonal relationships through honest, open communication and follow-through on commitments Recognize personal strengths and weaknesses, and target areas for personal self-development Demonstrate initiative in performing job tasks Exhibit problem-solving skills leading to sound judgment and quality decisions Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently Communicate effectively with individuals and groups using clear and concise verbal and written communications Demonstrate accountability for work, and take ownership in job performance Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product Job Specific - Every employee in this position must be able to: Demonstrate knowledge of modern office practices, procedures, equipment, business English, spelling, and mathematical computations and tabulations Consistently provide exceptional customer service to coworkers and external customers in a wide variety of settings including in-person, email, and phone Operate a personal computer and be competent learning and using current computer software applications including word processing, email, financial management, document routing, etc. (Examples include Microsoft Office Suite, Adobe Acrobat Pro, Outlook, JD Edwards, DocuSign, Laserfiche, and a variety of department-specific software programs); must be able to type 40 WPM with accuracy Exhibit strong organizational skills and attention to detail Make decisions and problem-solve in accordance with precedents and regulations and to apply these to work situations Understand and follow moderately complex oral and written instructions; read and interpret documents such as operating and maintenance instructions and procedure manuals Use discretion handling and maintaining confidential matters Establish and maintain positive, effective relationships with other employees, customers, external agencies, and the public; effectively and professionally handle conflicts that arise Remain calm under time-sensitive pressure situations; adjust rapidly to reprioritized work schedule and duties

Requirements

Must be 18 years of age or older
Graduation from high school or GED
Ability to become a Passport Acceptance Agent through the U.S. Department of State Passport Services Office within 30 days of hire
Minimum three (3) years of experience in a high public contact administrative assistant position
Proficiency in the use of personal computer, with emphasis on word processing (40 WPM with accuracy) and Microsoft Office Software (Outlook, Word, Excel, Teams, PowerPoint, etc.)
Knowledge of standard office practices
Minimum one (1) year of experience as an Administrative Assistant I at the City of Westminster
Demonstrated proficiency in all duties and responsibilities of the Administrative Assistant I classification and ability to work with minimal direction
Ability to act as a subject matter expert in workgroup-specific and more complex software, programs, and processes; examples include, but are not limited to, ability to work with City Council Agenda Memos, and technical proficiency in Contract, Financial, Customer Relationship Management, and/or Project Management Software

Nice To Haves

Directly related experience in municipal government or public sector

Responsibilities

Delivers exceptional customer service both in person and over the phone, often serving as the customer's first impression of the City of Westminster
Handles interactions with upset customers calmly and professionally
Serves as a certified Passport Acceptance Agent ensuring accurate processing and handling of passport applications and documentation
Oversees dock deliveries in the absence of print shop staff
Maintain regular and punctual attendance
Assists departments with administrative tasks on an ongoing basis, including word processing, creating/modifying spreadsheets, scanning, and other clerical functions

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