At the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks & Recreation professionals enhance our quality of life.

Our engineers help keep our drinking water clean, the largest airport in the world (by passenger volume) operating and our buildings maintained. Along with the host of Finance, Procurement, and Human Resources professionals whose support is vital, we are the City of Atlanta! If you are seeking a meaningful role where you can make a real difference improving and growing our City, we welcome you to explore the job opportunities we have to offer.

Posting Expires: 9/14/2022

Salary: $48,000

General Description and Classification Standards

This position must provide exceptional customer service on behalf of the Department of City Planning. The ideal candidate provides best-in-class customer service to all customers (internal and external). Provides varied and advanced level administrative and support services to the Director. Prepares, reviews distribute, and/or files routine correspondence, memoranda, letters, and reports; attends staff and other meetings and takes notes or minutes. Plans and/or coordinates meetings within the department or across departments. Carries out special projects of an administrative or office operations nature; as needed, serves on interdepartmental teams for process improvement or other tasks. Answers calls, respond to general phone, email, or written inquiries. Maintains department records and files. The candidate must be able to work in a team-centered environment yet can function independently and have strong people and Customer sales and service skills. The incumbent must ensure that best-in-class customer service is provided to both internal and external customers and embrace, support, and promote the City’s core values, beliefs, and culture. Supervision Received Work under very general supervision and report to the Director. May work independently or with other workers with responsibility for the completion of assigned tasks.

Essential Duties & Responsibilities Establish and maintain positive and professional relationships with customers, assigned staff, and coworkers; Maintain professionalism, composure and demonstrate tact, patience, and courtesy at all times. Answer phone calls for the Director and adequately route and return calls from customers. Provide proper documentation to customers for the processing of various services. Handle incoming inquiries and requests. Provide varied administrative and clerical services to the Director. Prepare and distribute memoranda, correspondence, and letters for the Director. Direct customers to various divisions within the department. Coordinate meetings and appointments within the department. Transcribe notes from meetings into the prescribed format. Maintain Director’s calendar for meetings, appointments, etc. Respond to email and voicemail correspondence. Receive, respond, and resolve office personnel complaints from customers. Create requisitions and purchase orders for office material. Interview citizens either by phone or in person to determine details of the inquiry or problem.

CITY OF ATLANTA, GEORGIA JOB CLASS SPECIFICATION

Provide proactive support to a variety of internal and external customers concerning a broad base of City issues relating to permitting/zoning, projects, services, and customer concerns. Advise departmental personnel, citizens, and others on status of applications pending, and makes referrals to other agencies as appropriate. Maintain professionalism, composure and demonstrate tact, patience, and courtesy always. Demonstrate excellent customer service, organizational, and communication skills.

Decision Making

Follow standardized procedures, building codes, and written/verbal instructions to accomplish assigned tasks. Must be able to process information on hand and decide on next steps to complete tasks and/or resolve issues. Determines when to escalate issues to upper/senior management. Leadership Provided Routinely provides work group leadership, guidance, and/or training to less experienced staff.

Knowledge, Skills & Abilities

Thorough knowledge of the principles and practices of best in class customer service. Communicate effectively, both orally and in writing. Use independent judgment and make sound decisions in accordance with established procedures and policies. Work effectively and efficiently under stress and meet deadlines as required. Works collaboratively with team members to resolve customer challenges. Ability to use specialized office data systems and standard office software. Ability to establish and maintain effective working relationships with fellow employees, other officials, representatives of other government agencies, developers, and the general public. Ability to provide information and to answer questions pertaining to city planning procedures in a tactful and courteous manner to the general public. Ability to gather relevant information to solve practical problems.

Minimum Qualifications – Education and Experience

3 years of customer service experience in an office manager, secretarial, clerical, or general administrative capacity. Ability to type 40wpm. Preferred Education & Experience Associate degree or vocational training in topics such as secretarial science, business/public administration, or related field. 3-5 years of experience as an Administrative Assistant, Office Manager, or equivalent.

Licensures and Certifications None required.