Administrative Assistant - Child Support

Administrative Assistant

The full-time administrative assistant works with the Child Support unit at Marathon County Social Services Department. This individual will work in a team environment performing a variety of administrative support services, including covering the call center, and completing various data entry tasks. The position requires a dependable, flexible, well-organized individual with excellent oral and written communications skills, solid interpersonal skills, customer service focused, team oriented and strong computer skills.

As an employee of the Department of Social Services and Marathon County, you will play a crucial role in managing and safeguarding confidential and sensitive information. This position requires a high level of impartiality, integrity, neutrality, and confidentiality.

Examples of Work Performed:

• Provides support services for Child Support staff using Microsoft Office programs (Word, Excel, PowerPoint, Publisher) and internal/external software applications such as KIDS, CARES, eWiSACWIS, etc.
• Provides public information and customer services supporting a wide variety of program staff/services including working in a Call Center environment answering calls and assisting walk-ins.
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, developing possible solutions, and ensuring that clients feel supported and valued.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge pertaining to organization and position.
• Performs a wide variety of administrative work including, but not limited to, imaging, scanning, copying (using multi-function devices), collating, mailing, distributing, and faxing various documents.
• Performs data entry which could include using spreadsheets of other database programs. Compiles data as needed.
• Operates a computer to produce general or statistical reports, correspondence, documents, and other typed materials.
• Maintains a filing system and sorts items into accessible computerized or paper files; retrieves files for staff, courts, public, etc.
• Maintains a court scheduling system.
• Assists other administrative staff in completing special projects.
• Performs related work as required.

Qualifications:

High school graduate or equivalent. One-year general office or administrative support experience required. A vocational diploma or associate degree in a directly related field may substitute for the experience. Proficiency in Microsoft Word and Excel required. Call center experience preferred.

Knowledge, Skills, and Abilities:

• Active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Knowledge of general office procedures and standard recordkeeping procedures.
• Knowledge of correct grammar and spelling.
• Skill in completing basic arithmetical computations and keeping a variety of records.
• Skill in various computer applications. Ability to quickly learn new software applications. Basic knowledge of computer functions and operations.
• Ability to learn multiple step clerical procedures.
• Ability to work rapidly with records and documents free of error.
• Ability to follow established procedures in an orderly and logical manner and stick to prescribed routines without frequent supervision or specific assignment.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to understand and follow written and oral instructions.
• Ability to establish and maintain effective working relationships with other employees and the public.
• Ability to concentrate on moderately routine work and work free of error in certain repetitive tasks requiring a high degree of accuracy.
• Ability to maintain confidentiality.
• Ability to accept behavior from the public professionally and not interpret behavior as being personally directed at agency staff.
• Understands the County's and department's mission, core values,…