Administrative Support Representative
About The Position
Under general supervision, perform complex office administrative support duties to assist external customers and to support the Operations Department. This position supports 24/7 operations by answering and responding to internal and external customer requests, inquiries, and complaints. The role involves providing customers with information regarding their concerns and services offered, advising on possible remedies or solutions, and recording details of comments, complaints, and inquiries into a CMMS system. The representative will follow up on customer inquiries not immediately resolved, report problem situations to management, and receive, research, and resolve Dig Rite tickets utilizing the CMMS system and the Missouri One Call database. Additionally, the role involves dispatching emergency complaints to work crews, monitoring customer correspondence needs, documenting correspondence, identifying and correcting data entry errors, and preparing a variety of documents and complex reports. The position requires preparing reports into various administrative software and departmental specific computerized applications, staying current on changes in policies, procedures, and services, and involves shift work with flexibility for additional shifts/extended hours and routine off-site visits. Assistance with special projects may also be required.
Requirements
- High school diploma/GED
- Three (3) years of experience in customer service and/or administrative support.
- Must possess a valid driver's license issued by the state in which the employee resides.
- 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.
- Pass a Non-D.O.T. Drug Test.
- Current employees must have a 'Meets Expectations' or 'Proficient' rating on their most recent performance evaluation to be eligible.
Nice To Haves
- 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
Responsibilities
- Answer and respond to internal and external customer requests, inquiries, and 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.
- Prepare 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.
- Assist with special projects as assigned.
- Perform related work as required or as delegated by supervisor.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
