Administrative Support (Temporary)

City of Austin

1d • $24 - $28

About The Position

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. Under limited supervision, using independent discretion and judgment, works within a specialized function or a specific area of administrative and staff support. Austin Resource Recovery is seeking to fill an Administrative Support position within the Customer Service Division. This position provides administrative and customer service support to ensure efficient operations and excellent service delivery. The role will handle incoming requests from internal and external customers, assist with scheduling and documentation, and support the division’s daily administrative functions. This position will answer requests from internal and external customers via phone and email requesting assistance with City of Austin, Austin Resource Recovery Department. It will create Service Requests (SRs and FAs) as appropriate for billing, cart orders, bulk and brush pick-ups, missed pick-ups, dead animal collection and complaints. The position will research information given by management and other departments as requested, process requests for billing, enter Field Activities or To-DOs in CC&B system for billing requests, cart orders, correct any programming discrepancies in CC&B to eliminate duplicates and errors created by software, order field checks for carts and handle customer escalated calls transferred by the 311 & AE call center and other city departments. This position will involve collection and sorting of mail, carrying tub from various to locations to car, lifting mail tubs from ground to truck bed approximately 36 inches. Though majority of the day may be spent in office task/computer use, the position also involves sitting while driving a vehicle for up to 3 hours per day picking up and delivering items around the City of Austin using a company vehicle.

Requirements

• Knowledge of applicable processes, techniques, and methods.
• Knowledge of City practice, policy and procedures.
• Skill in oral and written communication.
• Skill in using computers and related software applications.
• Skill in handling multiple tasks and prioritizing.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to manage conflicts and concerns.
• Ability to understand and communicate technical information.
• Ability to exercise discretion in confidential matters.
• Ability to recognize and recommend process improvement.
• Ability to lead and train others.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective working relationships with city employees and the public.
• Graduation with a Bachelor's degree from an accredited four (4) year college or university with major course work in Business or Public Administration or related field, plus four (4) years' experience in a professional/administrative capacity.
• Experience may substitute for education up to a maximum of four (4) years.

Nice To Haves

• Experience working in a utility customer service or utility billing role
• Experience working in a governmental/municipality customer service role
• Class C Driver's License or ability to acquire within 6 months of hire
• At least 3 years of customer service or call center experience handling escalated complaints via phone and/or email;
• Experience with CSR and/or CC&B systems

Responsibilities

• Provides administrative support on highly technical and/or specialized projects.
• Facilitates the handling of time sensitive request such as ORR's (Open Records Request), CAF's (Citizen Action Forms), RCA's (Request for Council Action) as well as other confidential documents.
• Verifies accuracy and completeness of critical documents such as PIO (Public Information Office) requests, records, correspondence, regulations, etc.
• Opens, sorts, reads, prioritizes and routes incoming mail, including faxes and emails.
• Prepares memos, letters and other correspondence using computer, spreadsheets, databases, or presentation software.
• Using independent judgment performs data analysis, problem solving and recommends policy and administrative improvements.
• Conducts research, compiles data, and prepares documents for consideration and presentation.
• Files and retrieves documents, records and reports.
• Attends meetings, records minutes and distributes meeting notes.
• Maintains calendar, schedules meetings, conferences and events, plans travel itineraries and makes travel arrangements.
• Respond to customer inquiries via phone and email and create service requests as needed.
• Process requests for billing, cart orders, bulk and brush pickups, missed collections, and other ARR services.
• Enter and update data in the CC&B system, ensuring accuracy and resolving discrepancies.
• Prepare and maintain records, reports, and documentation for internal use and compliance.
• Coordinate with other departments to research and resolve customer issues.
• Assist with scheduling meetings, preparing agendas, and supporting team communications.
• Handle escalated calls and provide timely follow-up to ensure resolution.
• Support process improvements and contribute to operational efficiency initiatives.

Benefits

• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level