Administrative Specialist - Child Support

County of Marathon•Wausau, WI

About The Position

The Administrative Specialist primarily serves customers in a Child Support call center and walk-in environment as part of the administrative unit in the Marathon County Social Services Department. The position provides a variety of administrative support to enhance Social Services, primarily supporting the Child Support unit. It requires a dependable, flexible, organized, detail-oriented, customer-service-focused team member with strong communication, interpersonal, and computer skills. The role also requires impartiality, integrity, neutrality, and confidentiality when handling sensitive information. The position supports staff and the public through customer service, call handling, software use, document processing, data entry, recordkeeping, reporting, and court scheduling. Other duties may be required and assigned.

Requirements

High school graduation or equivalent.
One year of general office or administrative support experience; a vocational diploma or associate's degree in a directly related field may substitute for this experience.
Proficiency in Microsoft Word and Excel.
Active listening skills, including confirming or clarifying information and diffusing upset clients when needed.
Knowledge of general office and standard recordkeeping procedures, grammar, and spelling.
Ability to perform basic arithmetic and maintain a variety of records.
Skill with computer applications and the ability to learn new software and multi-step clerical procedures quickly.
Ability to work rapidly and accurately with records and documents.
Ability to follow established procedures and written or oral instructions, work independently within prescribed routines, and manage multiple tasks, priorities, and time effectively.
Ability to establish and maintain effective working relationships with employees and the public.
Ability to handle confidential and sensitive information with impartiality, integrity, neutrality, and confidentiality.

Nice To Haves

Call center experience.

Responsibilities

Provide administrative support to Child Support staff using Microsoft Office and internal or external software applications, including KIDS, CARES, and eWiSACWIS.
Provide public information and customer service to program staff and the public, including answering calls in a call center and assisting walk-in customers.
Make or receive calls to clients to understand and address their needs, complaints, or other issues; respond accurately, develop possible solutions, and help clients feel supported.
Use software, databases, scripts, and tools appropriately, and work toward meeting or exceeding call center metrics while providing consistent customer service.
Participate in training and other learning opportunities to expand job and organizational knowledge.
Perform administrative tasks such as imaging, scanning, copying, collating, mailing, distributing, and faxing documents.
Enter data using spreadsheets or database programs and compile data as needed.
Use a computer to prepare general or statistical reports, correspondence, documents, and other typed materials.
Maintain computerized or paper filing systems, sort and retrieve files for staff, courts, and the public, and maintain a court scheduling system.
Assist other administrative staff with special projects and perform related work as required.