Administrative Assistant III

The call center representative supports the department's Public Assistance and Employment Services Division, acting as an integral part of the agency call center team. This announcement may be used to fill multiple positions.

The Department of Family Services (DFS) offers a wide range of community programs and services for Fairfax County residents designed to promote self-sufficiency, to protect the vulnerable, and to provide community education. The Public Assistance and Employment Services Division is seeking customer service representatives for the main DFS call center who enjoy interacting with the public, handling challenging situations and working in a fast-paced environment. Serves as a member of the team that is the first point of telephone contact with the public for DFS. Assists callers by providing general information, assess the reason for their call and route them to the appropriate services within DFS or the community consistently provide accurate and timely information in a courteous, friendly manner; navigate through a variety of computer applications for the purpose of screening and tracking customer activities. Develops and maintains effective working relationships with agency and county staff.

Note: This announcement will be used to fill a position in the Depts. Fairfax office located in the Pennino building but it may be used to fill additional vacancies that may occur in the future.

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

Uses spreadsheets or databases to organize information and produce standard reports;

Identifies discrepancies and makes corrections;

Composes routine correspondence on behalf of the executive/work unit head.

Office Management

Provides administrative support and implements procedures;

Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head;

Trains and orients new employees;

Provides and explains relevant policies and procedures.

General Administrative

Composes routine correspondence on behalf of the executive/work unit head.

Explains departmental policy/procedure but does not interpret them;

Responds to inquiries that require referencing a variety of sources and utilizing

knowledge of the department/county operations.

Word Processing/Typing

Keys/types complex documents (e.g., technical);

Proofs spelling and grammar;

Uses multiple software packages to prepare equations, statistics, tables and/or presentations;

Compiles reports from edited drafts;

Uses macros and templates developed by others.

Information Systems/Software

Performs data entry with some knowledge of department/work unit/program;

Manipulates screens for additional entries;

Generates routine reports;

Creates simple spreadsheets;

Maintains databases.

Reports

Compiles routine factual/numerical reports using readily available information.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas;

Significant nonstandard skill/knowledge is required involving production of an end product such as a report.

Word Processing/Typing

Basic skills in the use of Microsoft Word.

Math Skills

Basic math skills.

PC Skills

Basic skills in the use of applicable Microsoft Office Suite software.

Communication

Ability to write simple documents.

Information Abilities

Ability to process and integrate complex data.

Interpersonal Abilities

Ability to establish and maintain effective working relationships with both external and internal contacts.

MINIMUM QUALIFICATIONS:
Any combination of education, experience and training equivalent to high school graduation and two years of experience providing administrative support in the assigned functional area(s).

CERTIFICATES AND LICENSES REQUIRED:
None.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to the position will be required to complete a criminal background check, and a Child Protective Services Registry check to the satisfaction of the employer.

This position is considered essential personnel and will be required to report to work during times designated countywide as approved for unscheduled leave regardless of the emergency situation (i.e., weather, transportation, other disaster).

PREFERRED QUALIFICATIONS:

• Previous call center experience.
• Prior customer service experience
• Excellent interpersonal skills
• Knowledge or experience with public assistance programs
• Experience with Microsoft Outlook and Excel
• Experience directly interfacing with the public to assist them to become educated about, gain access to and appropriately utilize needed services

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.