Public Works Administrative Specialist

City of Bryan; Bryan (TX); On-site; USD 34,000 - 52,000; Full time

Job summary

The City of Bryan is seeking a motivated Administrative/Call Center support specialist to assist the Public Works Call Center and Water Services Department. Responsibilities include handling citizen inquiries, processing payments, and managing records, with flexibility to assist either department based on workload.

Qualifications include a high school diploma or GED and at least two years in a similar role, strong communication skills, and a customer-focused approach.

Qualifications

• Minimum 2 years in a call center or administrative/clerical role.
• High School Diploma or GED plus some business/public/office administration training.
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Receive and process citizen inquiries via phone, email, or in-person.
• Gather and record contact information and details for follow-up and records.
• Process payments and purchase requisitions with proper documentation.
• Assist in records management and scanning into the city imaging system.
• Enter and track work orders; communicate status to customers.
• Prepare reports, correspondence, and documents with accuracy and judgment.
• Maintain confidentiality of sensitive information and ensure compliance with directives.

Skills

Verbal communication

Written communication

Customer service

Organizational skills

Time management

Bilingual Spanish/English

Education

High School Diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

Job Summary

Provides flexible customer service, administrative, and operational support to the City of Bryan Public Works Call Center and Water Services Department. Receives and processes citizen calls and service requests related to Public Works services, while also performing administrative and clerical duties in support of Water Services operations. This position serves as a resource that may be assigned to either department based on workload, staffing needs, and operational priorities.

Essential Job Functions

• Receives and processes incoming calls, emails, or in-person inquiries or service needs from citizens, City staff, other agencies, and the general public.
• Gathers and accurately records all necessary contact information and details regarding the inquiry or service need for appropriate follow-up, record keeping, and documentation.
• Processes payments and purchase requisitions, ensuring proper documentation is provided.
• Complies information for bid packages and specifications as needed.
• Composes, types, reviews, and/or edits a variety of correspondence, reports, forms, meeting minutes, notices, invitations, and other documents requiring judgment as to content, accuracy, and completeness.
• Enters and tracks work orders for any calls requiring Public Works services.
• Contacts customers regarding status of work orders.
• Verifies the completion of repairs with customers and crews.
• Closes works orders, enters all data including hours worked and equipment and materials used.
• Assists in records management for the department by organizing and maintaining paper and electronic records and files; scans documents into City’s imaging system (Laserfiche). Ensures compliance with records retention guidelines.
• Issues account credits, adjustments, and charges in the utility billing system.
• Assists in the procurement of department materials and supplies.
• Operates and monitors computer aided radio system.
• Maintains the confidentiality of sensitive information.
• Performs related duties as required.
• Responds regularly and promptly to work.

Minimum Qualifications

• High School Diploma or GED , plus some additional training and/or course work in business, public, or office administration.
• At least two (2) years of work experience in a call center or performing administrative, clerical, and/or similar responsibilities.

Equivalent combinations of education, experience, certification and training may be considered.

Knowledge, Skills & Abilities

Knowledge of:

• Proper customer service and telephone etiquette.
• Modern office procedures, methods, and equipment including computers and associated equipment.
• Principles and procedures of record keeping.

Ability to:

• Handle significant public interaction and challenging situations with tact, sound judgment, professionalism, and effective communication.
• Learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures.
• Use spreadsheet and word processing applications (Microsoft Word/Excel/Outlook) to prepare correspondence, reports and other written materials.
• Work after-hours and weekends as needed during emergencies and events.
• Work independently and efficiently follow established practices and procedures.
• Operate a computer and learn any job-related software and equipment.
• Prioritize multiple tasks, projects, and demands, and meet established deadlines.
• Prepare clear, concise, and accurate records and other documents.
• Work effectively as an individual and as a team member.
• Deal with a high level of customer interaction in person and by phone.
• Handle a diverse set of customer inquiries, comments, and complaints politely and professionally.
• Conduct monetary transactions in a variety of forms (cash and credit), make change, and reconcile daily revenue transactions.
• Maintain a high level of attention to detail for extended periods of time.
• Perform a variety of clerical work including data entry, indexing, filing, record keeping, and compiling a variety of documents.
• Maintain a high level of integrity and discretion in handling confidential information.
• Demonstrate satisfactory work performance and the initiative to take on new responsibilities.
• Demonstrate regular, reliable, and punctual attendance and utilize leave responsibly to ensure sufficient coverage of departmental operations.
• Abide by City and department administrative directives, policies and procedures.
• Establish and maintain cooperative working relationships with those contacted in the course of work and to communicate effectively with the public and other required entities.

Skills:

• Strong verbal and written communication skills.
• Strong customer service skills, with the ability to remain calm in sometimes stressful situations.
• Strong planning, organizational, problem-solving, and time management skills.
• Bilingual (Spanish/English) skills are preferred, but not required.

Licenses, Certifications & Special Requirements

Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.

Physical Demands

Physical demands include but are not limited to: sitting, talking, hearing, seeing, standing, walking, driving, bending, reaching, twisting, pushing, pulling, using hands and fingers to operate office equipment and machines, and occasionally lifting and/or moving objects up to and including 25 pounds.

Working Conditions

Work is performed primarily in an office setting or a well-lighted and temperature-controlled working environment.

Equipment

Work shall be performed with tools, appliances and equipment approved by those agencies and bodies that have control, authority or approval of the design working ranges or limitations of those items; the employee has the responsibility to conform to those ranges and limitations. Equipment may include but is not limited to: multi-line telephone with headset, computer, printer, fax, copier, scanner, calculator, two-way radio, and vehicle.