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Position Summary Position Summary: A customer-focused and detail-oriented Office Assistant to support daily operations in a fast-paced environment. This position serves as one of the first points of contact for residents and customers seeking Public Works services and plays a critical role in ensuring inquiries and service requests are handled efficiently and professionally. The successful candidate will answer and route a high volume of phone calls, process customer complaints and requests, coordinate refuse and recycling cart activities, dispatch cart-related work to field staff, and assist with scanning and organizing a large backlog of departmental records.

The ideal candidate enjoys helping others, thrives in a busy environment, and can manage multiple priorities while maintaining a positive attitude. This is a part-time position scheduled at approximately 26.5 hours per week (0.66 FTE). Job Duties Answer and direct a high volume of incoming telephone calls from residents, businesses, and internal customers

Respond to questions regarding Public Works programs, services, schedules, and procedures. Receive, document, and route customer complaints and service requests. Provide courteous and professional customer service while assisting individuals who may be frustrated or upset.

Process refuse and recycling cart requests, including deliveries, exchanges, repairs, removals, and replacements. Dispatch cart-related work assignments to designated staff and track completion. Maintain records related to cart inventory and customer requests.

Scan, index, and electronically organize departmental records and assist with reducing a substantial backlog of paper files. Perform data entry and maintain accurate records and databases. Prepare routine correspondence, forms, and reports.

Sort and distribute mail and other incoming materials. Assist with special projects and provide general administrative support as assigned. KNOWLEDGE, SKILLS, AND ABILITIES Administrative and Clerical Knowledge- Knowledge of modern administrative and clerical procedures, systems, and office equipment, including word processing, file management, electronic records handling, form preparation, mail processing, and database entry.

Customer and Personal Service- Knowledge of customer service principles, including customer needs assessment, meeting quality standards, and evaluating customer satisfaction. Ability to deliver courteous, professional support to residents, businesses, and internal staff, including individuals who may be frustrated or upset. Active Listening- Ability to listen attentively, ask appropriate questions, and communicate respectfully with diverse audiences while managing a high volume of inquiries.

Communication Skills- Ability to communicate clearly and professionally in both verbal and written formats; maintain calm, tact, and clarity in difficult conversations; and provide accurate information regarding Public Works programs, policies, and services. Records Management- Ability to scan, index, electronically organize, and maintain accurate records; manage large volumes of data; and reduce backlogs of paper files while upholding confidentiality and precision Multitasking and Prioritization- Strong ability to manage multiple tasks, frequent interruptions, and shifting priorities in a fast-paced environment while maintaining attention to detail and accuracy. Technology and Computer Proficiency- Knowledge of electronic equipment, computers, and software.

Ability to use Microsoft Office (Outlook, Word, Excel), electronic records management systems such as LaserFiche, and multi-line phone systems; willingness to learn departmental software and new applications. Judgment and Discretion- Ability to exercise sound judgment, maintain confidentiality, and handle sensitive information appropriately when assisting customers, routing complaints, and managing departmental records. Teamwork and Independence- Ability to work independently with minimal supervision while contributing positively to a team environment, supporting coworkers, and assisting in department-wide tasks and special projects.

Service Orientation- A genuine interest in helping residents and coworkers, responding to inquiries promptly, and demonstrating patience, professionalism, and empathy in all interactions. Qualifications Minimum Qualifications High school diploma or equivalent (GED); and One (1) year of customer service, clerical, administrative support, records management, call center, or related experience; or Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities. Preferred Qualifications Experience working in a high-volume customer service environment.

Experience with multi-line phone systems. Experience working with electronic records management systems. Experience in a municipal government or public sector setting.

Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. Supplemental Information Physical Requirements Work is primarily performed in an office setting and requires the ability to sit, stand, walk, bend, reach, and operate standard office equipment. Occasional lifting and carrying of files and office materials weighing up to 25 pounds may be required.

Schedule: Approximately 26.5 hours per week (0.66 FTE) FLSA Status: Non-Exempt Our Commitment to You The City of Dubuque is committed to using a merit-based system in which recruiting, selecting, and advancing employees is based on their relative knowledge, skills, and abilities, in compliance with all applicable federal and state laws. Our organization provides equal opportunities for all individuals, fostering a workplace that values innovation, collaboration, and work-life balance. We offer job stability, a comprehensive benefits package, and an opportunity to serve and support our growing community

In accordance with legal obligations our policies and practices are designed to ensure fair treatment and foster a respectful workplace where all are encouraged to apply.