Office Supervisor

City of Portsmouth; Portsmouth (VA); On-site; USD 52,000 - 70,000; Full time

Job summary

The City of Portsmouth is seeking an Administrative Supervisor to oversee clerical staff and coordinate customer service operations in support of municipal programs.

You will train personnel, manage payment arrangements, and handle records, reporting, and data entry while ensuring accuracy and adherence to city policies.

Qualifications

• Associate’s degree and 3–5 years of experience with 1–2 years of supervisory experience or equivalent.
• Experience supervising staff, coordinating training, and handling customer service activities.

Responsibilities

• Supervise subordinate personnel performing routine clerical tasks.
• Coordinate and train customer service staff; approve and extend customer utility payment arrangements.
• Perform administrative support, data entry, word processing, and spreadsheet tasks.
• Maintain filing and records systems; monitor expenditures and staff development.
• Record revenue data, reconcile discrepancies, and manage personnel records.

Skills

Supervisory experience

Customer service training

Word processing

Spreadsheet creation

Data entry

Database management

Analytical judgment

Interpersonal communication

Education

Associate’s Degree in Public Administration/Business Administration/Human Resources or related field

Tools

Microsoft Office

Job description

GENERAL STATEMENT OF JOB

Under general supervision, this position supervises subordinate personnel performing a variety of routine clerical functions in support of departmental activities by coordinating and training customer service personnel and approving, extending, and assisting customers with utility payment arrangements. Reports to the Customer Service Manager.

ESSENTIAL JOB FUNCTIONS

Performs administrative support work such as word processing, creating spreadsheets, data entry and retrieval, and functions that may require interpretation, judgment and determining appropriate processes to be used; and reviews forms, data, and other information to ensure accuracy and conformance to established procedures and policies.

Interacts with the public and others outside the work unit to obtain and provide information and assistance in a variety of circumstances; responds to inquiries and complaints; provides information on policies and procedures; performs administrative support activities; responsible for establishing, coordinating, and/or maintaining filing and record system.

Responsible for the effective supervision and administration to include monitoring expenditures, staff development and training, succession planning, performance management, employee relations, prioritizing and assigning work and related activities.

Use departmental database systems to accurately record and manage information related to department programs and services; prepare correspondence and reports; and maintain and verify the accuracy of all records of revenue collected and analyze, correct, and/or document any discrepancies between revenue collected and items or services purchased; and oversee the maintenance of personnel records.

Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

PERFORMANCE INDICATORS

Knowledge of Job:

Has thorough knowledge of organizational development theories and practices, including training principles and methodologies. Has considerable knowledge of modern office practices and procedures and the organization and function of the department. Knowledge of human resources and modern business principles, theories and practices and related laws and regulations. Has considerable knowledge of organization, functions and programs of municipal government. Has considerable skill in the collection and analysis descriptive data and report writing. Has experience working with computers. Has considerable knowledge of the current literature, trends and developments in the fields of human resource management and organizational development. Can exercise tact and courtesy in frequent contact with employees, staff, and citizens. Is able to understand and follow oral and written instructions. Is able to establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work:

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high-quality communication and interacts within department and division, and with co- workers and the public.

Quantity of Work:

Maintains effective and efficient output of all duties and responsibilities as described under “Essential Job Functions.”

Dependability:

Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards, and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance:

Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time- off requests.

Initiative and Enthusiasm:

Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment:

Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Research problems, situations and alternatives before exercising judgment. Seeks expert or experienced advice when necessary.

Relationships with Others:

Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons to maintain good will within the city. Interacts effectively with fellow employees and the public.

Coordination of Work:

Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions of time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings and deadlines.

Safety and Housekeeping:

Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.

EDUCATION & EXPERIENCE

Associate’s Degree in Public Administration, Business Administration, Human Resources or a related field and 3-5 years of experience and 1–2 years of supervisory experience; or an equivalent combination of education and experience.

SPECIAL REQUIREMENTS

An acceptable general background check to include a local and state criminal history and sex offender registry check.

A valid driver’s license with an acceptable driving record.

In the event of a declared emergency in the city of Portsmouth, individuals in this position are required to work shelter duty and may be called on to perform duties as required to provide for the safety and care of the citizens of the community.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements:

Must be physically able to operate a variety of automated office machinery and equipment including computer, printer, typewriter, calculator, facsimile machine, copier, multi-line telephone systems, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for sedentary work. Light work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for Light Work.

Data Conception:

Requires the ability to compare and or judge the readily observable, functional, structural, or composite characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communication:

Requires the ability to speak and or signal people to conveyor exchange information. Includes receiving instructions, assignments and/or directions from supervisors.

Language Ability:

Requires the ability to read a variety of checks, reports, records etc. Requires the ability to prepare letters, purchase orders, payment request, checks, etc. using prescribed formats and conforming to all rules punctuation, grammar, diction and style. Requires the ability to speak to people with poise, voice control and confidence. Ability to make presentations.

Intelligence:

Requires the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems; to deal with nonverbal symbolism in its most difficult phases; to deal with a variety of abstract and concrete variables; to comprehend the most abstruse classes of concepts.

Verbal Aptitude:

Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently using standard English and using administrative, behavioral, and human services terminology.

Numerical Aptitude:

Requires the ability to utilize mathematical formulas. Must be able to add, subtract, multiply, and divide; to determine percentages; to calculate interest, profit and loss, proportions, etc.; and to perform calculations involving variables, formulas, square roots and polynomials.

Form/Spatial Aptitude:

Requires the ability to inspect items for proper length, width and shape.

Motor Coordination:

Requires the ability to coordinate hands and eyes rapidly and accurately in using a variety of office equipment.

Manual Dexterity:

Requires the ability to handle a variety of items, such as office equipment. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination:

Requires the ability to differentiate between colors and shades of color.

Interpersonal Temperament:

Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress.

Physical Communication:

Requires the ability to talk and/or hear: (talking: expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone.

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.