Office Administrator - TPU Customer Service

City of Tacoma•Tacoma, WA

1d•Hybrid

About The Position

The Office Administrator for TPU Customer Service serves as a key administrative and operational partner to the Customer Services Division Manager and senior management team. The position works with a high degree of independence to anticipate needs, coordinate priorities, provide administrative coordination for division initiatives and special assignments, support sensitive customer and leadership matters, and ensure timely follow-through. The position requires strong judgment, initiative, organization, and relationship-building skills. The successful candidate will be comfortable shifting between leadership-level coordination and hands-on administrative support based on the needs of the division. This position supports five senior management team members and approximately 130 employees.

Requirements

High School Diploma or GED
5 years of office administration and/or program support experience
1 year of prior advanced level experience
Relevant education and experience may substitute for one another on a year-for-year basis.

Nice To Haves

Experience providing administrative or operational support to senior-level management.
Experience coordinating administrative initiatives, special assignments, or work involving multiple stakeholders and deadlines.
Knowledge of customer service, utility, contact center, or other complex operational environments.

Responsibilities

Provide direct administrative and operational support to the Customer Services Division Manager and senior management team.
Manage complex scheduling and calendaring, proactively identifying conflicts, competing priorities, preparation needs, and opportunities to protect and maximize efficient use of leadership time.
Anticipate upcoming deadlines, meetings, decisions, and administrative needs and take appropriate action with limited direction.
Draft, edit, and coordinate sensitive correspondence, division communications, presentations, reports, and leadership briefing materials.
Coordinate requests involving Executive Leadership, the Public Utility Board, City Attorney’s Office, Human Resources, labor partners, and other internal and external stakeholders.
Serve as a central point of coordination for administrative functions and ensure timely response and follow-through.
Provide hands-on logistical and administrative support to the Division Manager, anticipating day-to-day needs and responding flexibly to changing priorities.
Coordinate travel, training, reimbursements, purchasing, invoices, and related financial administrative activities.
Serve as the primary administrative liaison between Customer Services leadership and Human Resources.
Create requisitions and role requests and coordinate associated HR processes.
Maintain confidential personnel records in accordance with applicable requirements.
Coordinate onboarding and offboarding activities, including equipment, system access, and orientation.
Support compliance with HR policies and labor agreements and appropriately elevate questions requiring HR or management review.
Provide administrative support for sensitive or elevated customer matters and leadership requests.
Coordinate with appropriate Customer Services staff to gather account information, documentation, and other information needed to respond to inquiries.
Route matters to the appropriate manager or subject-matter expert for review and resolution and follow up on outstanding responses.
Maintain records of elevated matters and track assigned follow-up through completion.
Prepare correspondence and organize supporting information for Division Manager or leadership review.
Develop familiarity with Customer Services programs, policies, and processes to effectively route inquiries and coordinate administrative support.
Coordinate senior management meetings, division meetings, town halls, workshops, employee events, and other special activities.
Develop agendas, prepare materials, document decisions and action items, and track commitments through completion.
Follow up directly with managers, principals, and other staff on behalf of the Division Manager regarding assigned actions, deadlines, and information requests.
Maintain visibility into significant division initiatives and upcoming deadlines and proactively identify items requiring Division Manager attention.
Support leadership preparation for Public Utility Board meetings, leadership briefings, presentations, and other high-level meetings.
Coordinate hybrid and virtual meeting logistics and ensure appropriate technology, materials, and resources are available.
Provide administrative coordination and support for division initiatives and special assignments.
Organize meetings, materials, schedules, deadlines, and other administrative needs associated with assigned work.
Maintain action-item and assignment trackers and follow up with staff regarding established deadlines and commitments.
Coordinate information and materials from multiple teams to support timely completion of assignments and leadership requests.
Keep the Division Manager informed of upcoming deadlines, outstanding items, and matters requiring attention.
Assist with implementing administrative processes and tools that improve organization and follow-through.