Administrative Specialist II - Call Center

at  Goodwill of Delaware and Delaware County

Location: Dover, Delaware
Schedule: Monday - Friday 8am to 4:30pm
Rate of Pay: $16.71 an hour
Administrative Specialists carry out a variety of activities in support of general administrative services.
Work involves creating word processing documents typically using Word; creating and maintaining using Access; creating and maintaining spreadsheets using Excel.

Essential Functions

• Applies agency laws, rules, regulations, policies and procedures in maintaining and processing agency information.
• Acts as the first-person individuals inquiring about regulation and licensing.
• Answers phones directing individuals to areas such as website, or other persons within the Department.
• Serves as a liaison with the public, clients, agency staff and others to exchange information and explain agency services, laws, rules, regulations, policies and procedures.
• Assures effective coordination of operational functions.
• Establishes tracking and monitoring systems and conducts follow-up to ensure effective resolution of matters.
• Analyzes routine operating practices and procedures and makes recommendations to ensure smooth and efficient office operation.
• Maintains and controls data and/or filing systems to ensure effective, accurate and easily retrievable documentation of operations, program and project activities.
• Keeps superior apprised of issues and accomplishments, follows up and tracks work flow and resolves problems relating to procedures and deadlines.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Knowledge of administrative support practices and procedures.
Knowledge of grammar, punctuation, spelling and composition.
Knowledge of the methods and techniques in composing written communications such as responses to inquiries and narrative reports.
Skill in applying basic and advanced tools used in word processing applications.
Skill in applying the tools used in creating and modifying spreadsheet and database applications.
Skill in coordinating agency/program operations.
Ability to establish and maintain effective working relationships.
Ability to understand, explain, and apply rules, regulations, policies and procedures.
Ability to verify accuracy of information, resolve discrepancies and follow-up on outstanding activities.
Ability to communicate effectively with staff, employees and public.
Must have good customer service skills – good oral communication skills.
Job Requirements
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
1. Experience in answering phones, handling multi calls at once.
2. Experience in data collection which includes collecting, compiling and maintaining data from multiple sources such as files, records, databases, customers, staff or others.
3. Experience in using standard computer software programs for word processing, spreadsheets or databases

• Applies agency laws, rules, regulations, policies and procedures in maintaining and processing agency information.
• Acts as the first-person individuals inquiring about regulation and licensing.
• Answers phones directing individuals to areas such as website, or other persons within the Department.
• Serves as a liaison with the public, clients, agency staff and others to exchange information and explain agency services, laws, rules, regulations, policies and procedures.
• Assures effective coordination of operational functions.
• Establishes tracking and monitoring systems and conducts follow-up to ensure effective resolution of matters.
• Analyzes routine operating practices and procedures and makes recommendations to ensure smooth and efficient office operation.
• Maintains and controls data and/or filing systems to ensure effective, accurate and easily retrievable documentation of operations, program and project activities.
• Keeps superior apprised of issues and accomplishments, follows up and tracks work flow and resolves problems relating to procedures and deadlines